Loss Mitigation Manager

Summary

Join Automatiq as a Loss Mitigation Manager and lead onshore and offshore teams handling ticket substitutions and replacements. This role involves optimizing systems, monitoring performance, minimizing losses, and ensuring SLA compliance. You will provide training and strategic oversight to enhance efficiency, marketplace compliance, and profitability. The position requires 3+ years of experience and strong leadership skills. You will manage a team, resolve complex issues, and leverage data to improve operations. Automatiq offers a competitive salary and an annual discretionary bonus.

Requirements

• 2+ years experience in ticketing industry (fulfillment, loss mitigation, support, etc)
• 1+ year experience managing a team or brokerage
• Demonstrated experience with process implementation and system development
• Strong communication skills and ability to train new team members
• Ability to build and maintain strong relationships with leaders of other departments as well as our partners
• Familiar with Google Suite, Excel, SkyBox, Sync, Lysted, Monday.com , & Intercom

Responsibilities

• Lead the Subs/Replacement Team, ensuring SLAs, fulfillment timelines, and marketplace compliance are met
• Optimize substitution processes, tracking profitability, minimizing cancellations, and maintaining seller ratings
• Ensure timely fulfillment of all Subs within parameters set by Automatiq’s policy
• Maintain appropriate fault rates with marketplaces, ensuring the platform’s seller rate is maintained
• Monitor that subs/replacements are effectively sourced for broken orders in order to prevent cancellations & penalties from marketplace
• Leverage data and reporting tools to monitor performance, identify inefficiencies, and improve team operations
• Resolve complex customer issues, make decisions on exceptions, and enforce policies to support platform success
• Maintain accurate documentation, oversee analytics usage, and implement process improvements
• Coach and develop team members, conducting regular 1:1s, performance reviews, and training sessions
• Manage team schedules for optimal coverage and lead weekly meetings to align on goals, challenges, and updates. Handle other supervisory responsibilities such as managing PTO requests, ensuring accurate timekeeping, etc
• Report on key performance metrics, utilizing internal tools (Monday.com, Intercom, Marketplaces) to drive decisions

Benefits

• $80,000 - $90,000 a year
• This role will also be eligible for an annual discretionary bonus