Senior Manager, Event Operations

Summary

Join Jump, a leading fan experience platform, as a Senior Manager of Event Operations! You will oversee the operational success of live events on the Jump platform, ensuring seamless execution and high customer satisfaction. Develop and implement strategies to optimize event day operations, create a comprehensive playbook, and provide clear guidance on policies. Collaborate with various teams to craft risk mitigation plans, lead test events, and manage virtual mission control. Your expertise will be crucial in driving successful live event experiences for Jump's clients. This role requires significant experience in event operations and strong technical skills. Travel will be required to support live events.

Requirements

• Minimum 3-5 years of progressive experience in event operations, sports management, or a similar high-paced, high touch operational environment
• Proven track record of managing complex live events and operational logistics
• Experience with technology platforms and software deployment in live event settings
• Demonstrated ability to develop and implement operational strategies
• Strong technical aptitude with software implementation and troubleshooting
• Experience with virtual mission control and real-time operational monitoring systems
• Excellent data analysis and performance tracking capabilities
• Exceptional organizational and planning skills
• Strong leadership and team coordination abilities
• Excellent communication skills, both verbal and written
• Ability to work effectively under high-pressure environments
• Adaptable and quick problem-solving mindset
• Keen attention to detail
• Strong interpersonal skills with ability to collaborate across multiple teams and stakeholders
• Strong customer service mindset

Responsibilities

• Serve as the primary owner of overall event operational success for the Jump platform, ensuring comprehensive, consistent and smooth live event “day of” operations
• Develop and implement strategies to optimize event day operations, establishing a standard of excellence for current and future clients
• Construct a definitive event day playbook to standardize operational procedures
• Oversee the development, application, and enforcement of event operations policies, providing clear guidance and clarification to team personnel
• Support the planning and execution of pre-season test events in preparation for new client go-lives
• Partner with Product and Engineering teams as well as the client to craft detailed plans for risk mitigation during live events
• Design, build, and execute comprehensive event day protocols to ensure successful software setup and delivery in live environments
• Manage event day virtual mission control, maintaining real-time oversight and operational efficiency
• Create detailed staffing plans for client site live events, ensuring appropriate resource allocation and ownership assignment from both Jump and clients organizations
• Work closely with marketing to develop optimal fan communication pre, during and post events
• Provide technical assistance to clients in setting up Jump software and peripheral technologies to facilitate smooth game day operations
• Accountable for on-site fan support via coordination with client and Jump on-site staff
• Collect and prioritize ideas for product improvements that could improve event day operations and access control
• Work closely with Jump’s Customer Success Manager to align operational strategies and ensure live event operations consistently meet or exceed client expectations
• Travel will be required to support live events, especially during pre-season and early-season events (weekends and evening events included)

Preferred Qualifications

• Previous experience in sports technology, live event production, or software deployment
• Knowledge of performance metrics and operational efficiency methodologies
• Advanced proficiency in project management software

Benefits

• Remote first
• Competitive salary and equity
• Flex PTO policy
• 401(k)
• Generous medical, dental and vision plans
• 16 weeks paid parental leave for primary and secondary caregivers
• $1,000 reimbursement for work-from-home tech setup
• Company-paid sustainability subscription to ensure carbon neutrality is maintained for employee activities, such as travel