Operations Process Improvement Specialist

We are seeking a curious, mature, and highly self-directed Ops BI Coordinator to improve the visibility, efficiency, and scalability of its live-event ticketing operations.

This is not a traditional task-execution position. The successful candidate will identify what the Operations team needs before being asked, turn operational activity into actionable reporting, and find better ways to replace manual or fragile workflows with practical tools and automation.

The Ops BI Coordinator will serve as the bridge between daily operational challenges and the company’s Platform and Engineering teams. The person does not need to be a software engineer but must have enough technical comfort to prototype solutions, work with AI tools, inspect basic scripts, and translate ambiguous operational needs into clear, buildable requirements.

Key Responsibilities

• Review and map end-to-end operational workflows across the live-event ticketing operation.
• Identify repetitive, manual, inefficient, fragile, or high-risk steps that can be improved.
• Own the dashboards, reports, and scorecards used to measure team and individual performance.
• Build reporting that makes accuracy, productivity, quality, capacity, and operational performance visible.
• Proactively identify patterns, trends, risks, and improvement opportunities rather than waiting for reports to be requested.
• Turn operational challenges and management objectives into practical reporting, tooling, and automation initiatives.
• Design process improvements and drive them through implementation.
• Build practical solutions directly when possible or clearly scope the requirement for the Platform or Engineering team.
• Translate unclear operational pain points into specific business rules, workflows, inputs, outputs, dependencies, and desired outcomes.
• Explore and apply AI, no-code, low-code, spreadsheet, reporting, and automation tools to improve team efficiency.
• Prototype possible solutions before involving engineering when appropriate.
• Work closely with the Operations Manager, Team Leaders, subject matter experts, Platform team, and Engineering team.
• Support the testing, implementation, documentation, and continuous refinement of operational tools and automations.
• Provide data-driven recommendations regarding staffing levels, schedule coverage, and operational capacity.
• Identify potential coverage or capacity problems before seasonal or unexpected volume spikes affect performance.
• Maintain a lightweight quality-monitoring process for manual order fulfillment.
• Help ensure that new tools and process improvements support accuracy, consistency, productivity, and operational accountability.
• Measure the impact of implemented changes and determine whether they produced the intended improvement.

Requirements

• Previous experience in operations analysis, business intelligence, process improvement, reporting, quality assurance, automation, operational excellence, or a related role.
• Strong ability to understand and evaluate an operational process from beginning to end.
• Demonstrated experience identifying process inefficiencies and turning them into systemic solutions.
• Experience building or managing dashboards, reports, trackers, scorecards, or performance-monitoring tools.
• Familiarity with spreadsheets, reporting tools, operational metrics, or basic data modeling.
• Strong analytical, root-cause analysis, and high-level problem-solving abilities.
• Ability to translate unclear business or operational needs into concrete requirements that a technical team can act on.
• Strong written and verbal English communication skills.
• Ability to drive projects and initiatives without continuous supervision or detailed instructions.
• Comfort working with ambiguity and taking ownership of problems from identification through implementation.
• Strong quality-assurance, continuous-improvement, and operational excellence mindset.
• Sufficient technical curiosity and confidence to explore unfamiliar tools without becoming blocked.
• Ability to collaborate effectively with both operational and technical stakeholders.

Preferred Background

• Senior Operations Analyst
• Business Process Analyst
• Operations Excellence Specialist
• Process Improvement Analyst
• Quality Assurance Analyst
• Reporting Analyst
• Business Intelligence Analyst
• Automation Specialist
• Technical Operations Analyst
• Workforce or Capacity Planning Analyst

Schedule Requirements

• Must be able to collaborate with an operations team that works within an 8:00 a.m. to 11:00 p.m. Eastern Time operating window.
• Some schedule flexibility may be required to observe different workflows, coordinate with operational stakeholders, or support implementations.

Ideal Candidate

The ideal candidate combines operational judgment with technical curiosity. This person can observe how work is currently being performed, identify what can be improved, and turn those insights into useful reports, tools, and automations that support the company’s broader operational goals.

The following are considered strong advantages but are not strict requirements:

• Experience using AI tools such as Claude or similar platforms to research, prototype, document, or automate workflows.
• Experience with no-code or low-code automation platforms.
• Light scripting ability or the ability to inspect and understand a basic script.
• Experience with reporting stacks, dashboards, spreadsheets, or data-modeling tools.
• A history of building personal automations, side projects, internal tools, or prototypes.
• Experience creating workforce, staffing, or capacity models.
• Experience in ticketing, e-commerce, marketplaces, fintech, fulfillment, or other high-volume operations.

Benefits

• Opportunities for growth and advancement
• Competitive compensation package

Work Hours:

• Full-time
• EST/ PST business hours, Remote