Senior Manager, Client Operations & Implementation

About TodayTix Group:

TodayTix Group (TTG) is the global e-commerce leader for cultural experiences, designing frictionless discovery and purchase journeys through innovative product design and industry-leading technology. Our portfolio of brands––including TodayTix, New York Theatre Guide, London Theatre, Show-Score, Arthouse, Arthouse London, and Secret Cinema––connects millions of customers with the best in live entertainment.

Powered by vast data and insights, TTG helps theatres, producers, and cultural institutions reach highly engaged audiences and unlock meaningful revenue, transforming how tickets are sold across the world.

In 2025, TTG entered a new chapter as part of MARI, the global events and experiences company powering world-defining live experiences. Together, we’re expanding our reach, deepening our impact, and accelerating a shared vision to redefine the event lifecycle through seamless discovery, purchase, and engagement.

Life at TodayTix Group

We thrive in a nimble, growth-oriented environment where adaptability, curiosity, and a bias toward action help us stay ahead of the curve. We move quickly, iterate often, and expect everyone to take ownership of their impact - because we're building the future of live events, and there’s no script for what comes next.

New joiners are set up for success with a 90-day onboarding journey, complete with clear goals and measurable milestones. We believe feedback fuels growth, so we hold twice-yearly performance reviews focused on impact and development.

Above all, you’ll be working alongside a team of collaborative, passionate, and kind humans - people who love theatre and live experiences, and who support each other just as much as they challenge each other to do great work.

We are seeking outstanding applicants of all backgrounds to join our team to bring new voices, talent, and perspectives to the table. We encourage all to apply.

About the Role:

Powered by TodayTix (PxT) is TodayTix Group's enterprise-level ticketing and e-commerce division, providing the technology and tools that help leading cultural organizations, attractions, and live events power their box office operations and drive online sales.

We're looking for a proactive, adaptable Senior Manager, Client Operations & Implementation to join the PxT Partner Success team. This is a role for someone who thrives at the intersection of client-facing delivery and internal process-building - someone who can own complex implementations end-to-end while also helping define how we do this work as we scale.

As a hands-on leader reporting to the NYC-based Sr. Director of Operations & Implementation, you'll translate signed contracts into successful go-lives. But you'll also bring curiosity and a builder's mindset: experimenting with new tools (including AI), identifying patterns across implementations, and turning lessons learned into better playbooks. You won't always have a defined path - and that's part of what makes this exciting.

We're looking for someone who's ready to grow into greater ownership and autonomy as they prove themselves in the role - this is a role with real room to, not a fixed job description.

Please note: This is a full-time position, and qualified candidates must be based in the greater London area. We encourage collaboration by working a minimum of 2 days per week in the office, while also offering flexibility for employees to choose where they work for the rest of the week. Some partners require shifted, 7-day support coverage; this role has a hand in setting and maintaining those schedules, including providing direct coverage where needed. On-site presence for partner onboarding is a shared requirement across the team and should be expected as part of this role.

What Success Looks Like:

On-Time, High-Quality Implementations - delivered on schedule, meeting technical and business requirements with minimal post-go-live issues.

Client Confidence & Adoption - clients are fully trained and able to independently manage ticketing, reporting, and daily operations at launch.

Post-Launch Reliability - clients receive consistent troubleshooting & technical support after go-live, with 7-day coverage running smoothly for partners who require it.

Risk & Issue Management - risks are identified early, communicated clearly, and mitigated before they impact timelines or trust.

Cross-Functional Execution - strong partnerships with Product, Engineering, Sales, and Support drive smooth implementations and handoffs.

Team Leadership & Consistency - direct and indirect reports deliver consistent, high-quality execution across all projects.

What You’ll Do:

Own end-to-end implementation delivery - driving execution from kickoff through go-live so timelines, scope, and quality standards are consistently met.

Lead hands-on technical configuration - partnering on configuration of client websites and microsites, implementing client-specific features, and managing data migrations and system integrations.

Train and support clients through launch and beyond - leading enablement so clients can confidently run PxT day to day, then staying engaged post-launch to troubleshoot and cover features outside client self-service.

Scope complex projects and manage risk - breaking large initiatives into clear tasks and milestones while proactively surfacing and mitigating issues before they threaten timelines or trust.

Identify patterns across implementations - turn them into better process, templates, and tooling - including experimenting with AI and automation - so this role leaves a real mark on how PxT scales delivery.

Partner cross-functionally - with Product, Engineering, Sales, and Support to resolve blockers and ensure clean handoffs at every stage.

Set support coverage schedules, and manage and mentor direct and indirect reports - help design shifted 7-day coverage for partners who need it and provide clear prioritisation and feedback to grow the team.

We're Looking for Someone With:

5+ years of experience in technical implementation, professional services, or solutions consulting within a SaaS or B2B technology environment.

Demonstrated project management expertise - task definition, timeline ownership, and resource coordination across complex, concurrent projects.

Proven experience managing the full lifecycle of software implementations, from contract signing through go-live.

Experience directly managing people - setting priorities, giving regular feedback, and supporting professional growth.

Experience with ticketing, CRM, or e-commerce systems

Excellent client communication and training skills - able to manage expectations, translate complexity, and build trust.

A proactive problem-solver with strong risk identification instincts and high attention to detail.

Comfort operating in ambiguity - able to figure out what "good" looks like without a defined playbook and bring others along.

Curiosity about how AI and new tools can improve delivery operations - not required to be an expert, but genuinely interested.

Experience in the arts, live events, or attractions industries is a bonus.

TTG is dedicated to conducting all aspects of our business ethically and with integrity, in full compliance with the UK Modern Slavery Act 2015. TTG maintains a zero-tolerance approach to modern slavery, human trafficking, forced labour, and any form of exploitation. We extend these high standards to all employees, contractors, partners, and suppliers. Everyone working with or on behalf of TTG must ensure that our operations and supply chains remain free from any practices that could constitute modern slavery or human trafficking.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.