Marketplace Fulfillment Manager

ABOUT VICTORY LIVE
Victory Live is a private equity backed technology company aimed at maximizing distribution and yield for live event ticket inventory. We provide an end-to-end software platform for the live ticketing industry, managing thousands of sports, theater and live music event tickets on behalf of artists, promotors, teams, venues and professional resellers. Victory Live’s comprehensive offerings include an established B2B marketplace along with both a full-service and an automated SaaS platform to handle all elements of the ticket sales lifecycle, from ingestion to sales fulfillment.

THE POSITION
The Marketplace Fulfillment Manager is responsible for overseeing the end-to-end execution of marketplace orders to ensure timely, accurate, and policy-compliant delivery. This role leads fulfillment teams, enforces SLA and In-Hand Date (IHD) compliance, mitigates financial exposure from non-delivery or invalid product claims, and ensures operational excellence across all marketplace channels.

This position bridges Marketplace, Fulfillment, and Claims functions to protect revenue, minimize penalties, and maintain marketplace integrity.

The schedule for this position will be 2:00 - 11:00PM, including weekends.

RESPONSIBILITIES
Order Fulfillment & SLA Management

• Oversee daily fulfillment operations across all marketplaces
• Ensure supplier compliance with IHD and event-based delivery deadlines
• Monitor high-risk, same-day, and time-sensitive orders
• Implement proactive risk mitigation processes
• Reduce late delivery penalties and broken orders

Team Leadership & Performance

• Manage and develop Fulfillment Leads and Agents
• Set daily productivity and accuracy targets
• Monitor agent performance metrics
• Conduct coaching and corrective action when necessary
• Create shift coverage models to support peak demand

Escalation & Risk Mitigation

• Oversee escalated non-delivery and invalid ticket issues
• Partner with Claims/Chargeback team on high-risk disputes
• Ensure proper documentation (Proof of Transfer, tracking, etc.)
• Identify patterns of supplier or process failure
• Escalate systemic issues to senior leadership

Marketplace Compliance & Integrity

• Enforce marketplace rules and performance standards
• Monitor acceptance-to-delivery timeframes
• Ensure order statuses are accurate and updated in real time
• Reduce cancellation rates and financial penalties

Reporting & Analytics

• Track KPIs
• Deliver weekly performance reports
• Identify operational inefficiencies and implement improvements

Process Optimization

• Make improvements to SOPs for order prioritization and escalation
• Improve automation workflows
• Enhance proof-of-delivery documentation processes
• Partner with technology teams to reduce manual bottlenecks

REQUIREMENTS
What we’re looking for

• 3–5+ years experience in fulfillment, marketplace operations, or ticketing
• Leadership experience managing operational teams
• Strong understanding of SLAs and time-sensitive delivery models
• Experience handling escalations and financial exposure
• Proficiency with CRM/order management systems
• Strong analytical and reporting skills

Preferred Qualifications

• Experience in secondary ticket marketplaces
• Knowledge of chargeback and claims mitigation
• Experience working with automation tools
• Background in compliance or marketplace integrity

Victory Live is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, Veteran status, or another other characteristic protected by state, local or federal law.