Senior Associate, Ticket Management and Workflow Operations (Marketing Operations)

Job ID: 891586

3 - 5 Years

1 Opening

Bengaluru, Kolkata

Role description

About the Role

As Senior Associate, Ticket Management and Workflow Operations, you will play a critical role in administering Grant Thornton’s TicketManager platform and ensuring reliable, compliant execution of the ticket and hospitality workflow. This role sits within Marketing Operations and is responsible for the day-to-day operational ownership of ticket inventory, request intake, approvals, distribution, post event follow-up, and reporting.

This role is ideal for someone who thrives in operational execution, is strong in workflow and queue management, and is detail‑oriented about data quality, compliance and service delivery. You will support high volume, time sensitive requests while maintaining consistent execution standards and audit ready records. You will also partner closely with Marketing, GTM, Workplace Solutions, and vendors to continuously improve processes and visibility into ticket utilization and ROI.

Key Responsibilities

Program Operations and Process Ownership

Operate and continuously improve end‑to‑end TicketManager workflows, including demand intake, queue management, approvals, inventory management, ticket distribution, transfers, and post‑event follow‑up

Ensure consistent execution standards, SLA adherence, and operational discipline across all hospitality programs

Serve as the primary operational point of contact for TicketManager requests, providing responsive, customer‑service‑oriented support to partners and sellers

Manage shared inboxes, credentials, and access requests related to ticketing and hospitality programs

Governance, Compliance and Spend Visibility

Ensure ticket allocation is structured to align with firm standards, approval rules, and compliance requirements

Monitor ticket utilization and identify opportunities to reduce waste, reallocate unused tickets, or support approved resale in accordance with firm policy

Maintain accurate, audit ready documentation of ticket usage, approvals, and attendance

Produce clear operational views and reports to support leadership review, utilization analysis, and post program evaluation

Platform Administration and Optimization

Own day‑to‑day TicketManager administration, including system configuration, role‑based access, and workflow setup

Identify and implement workflow improvements to reduce manual effort and improve data quality and user experience

Coordinate with vendors and internal partners to support platform enhancements and resolve operational issues

Support integration of ticket usage data with CRM, reporting tools, and downstream attribution processes

Enablement, Support, and Change Management

Provide ongoing guidance and troubleshooting support for ticket requesters and program stakeholders

Develop and maintain training materials, documentation, and self‑service resources for users

Support onboarding of new firms, regions, or users into TicketManager workflows

Assist with operational change management as governance, reporting, or platform requirements evolve

Success Measures

High utilization and appropriate allocation of ticket assets

Timely and accurate processing of ticket requests in line with defined SLAs

Consistent compliance with approval, documentation, and audit requirements

Clear, reliable reporting on ticket usage, attendance, and business impact

Positive feedback from stakeholders on service quality and operational support

Skills

Qualifications & Experience

3–5 years of experience in operations, platform administration, service operations, or program support roles

Hands‑on experience administering workflow‑based platforms or systems of record, including request intake, queue management, approvals, and access controls

Strong ability to manage high volume, time sensitive requests while maintaining attention to detail and service quality

Experience supporting sales, partner, or other client‑facing users with a strong customer service mindset

Comfort working across systems such as CRM tools, reporting dashboards, spreadsheets, and shared inboxes to reconcile data and support reporting

Strong written and verbal communication skills, with the ability to document processes and provide clear, step by step guidance

Demonstrated ability to follow standardized processes, escalate issues appropriately, and adapt to evolving workflows and governance requirements

About Grant Thornton INDUS

‘Grant Thornton INDUS’ comprises GT U.S. Shared Services Center India Pvt Ltd and Grant Thornton U.S. Knowledge and Capability Center India Pvt Ltd. Grant Thornton INDUS is the shared services center supporting the operations of Grant Thornton LLP, the U.S. member firm of Grant Thornton International Ltd. Established in 2012, Grant Thornton INDUS employs professionals across a wide range of disciplines including Tax, Audit, Advisory, and other operational functions. What sets us apart isn’t just what we do – it’s how we do it. We support and enable the firm’s purpose of making business more personal and building trust into every result. We’re collaborators – obsessed with quality and ready for anything – who understand the value of strong relationships. Our professionals are well integrated to seamlessly support the U.S. engagement teams, help increase Grant Thornton’s access to a wide talent pool, and improve operational efficiencies. Empowered people, bold leadership, and distinctive client service are imbibed in the culture at Grant Thornton INDUS. We are a transparent, competitive, and excellence-driven firm that offers an opportunity to be part of something significant. In addition, professionals at Grant Thornton INDUS serve communities in India through inspirational and generous services to give back to the communities they work in. Grant Thornton INDUS has its offices in two locations in India – Bengaluru and Kolkata