THE POSITION
Victory Live is seeking a Manager to lead the team responsible for sourcing and purchasing replacement ticket inventory when originally sold inventory becomes unavailable.
This role owns the overall substitution purchasing function, including team performance, purchasing standards, approval thresholds, escalations, financial outcomes, and cross-functional coordination. The Manager is accountable for creating a consistent decision-making framework that enables the team to move quickly while protecting the customer experience and controlling replacement costs.
This is a full-time in-office leadership position based at Victory Live's Buckhead, Atlanta office.RESPONSIBILITIES
- Lead the Substitution Purchasing team, including workflow, prioritization, coaching, accountability, and performance management.
- Own the strategy and standards for replacement inventory purchasing, including purchasing guidelines, approval thresholds, escalation paths, and decision-making frameworks.
- Oversee substitution order volume and allocate resources based on event timing, financial exposure, customer impact, and fulfillment risk.
- Serve as the primary escalation point for high-cost, complex, or exception-based purchases and approve significant replacement purchases as needed.
- Ensure the team accurately evaluates comparable seats and upgrades based on location, quantity, ticket attributes, event-specific considerations, and customer impact.
- Balance fulfillment, customer experience, inventory quality, speed, and financial exposure when making purchasing decisions.
- Monitor substitution spend and losses and identify opportunities to reduce costs and improve purchasing efficiency.
- Track key performance indicators, including fulfillment and cancellation rates, substitution costs, savings, resolution time, escalation volume, and purchasing accuracy.
- Use performance data and order trends to identify process gaps, training needs, recurring inventory issues, and opportunities for improvement.
- Partner cross-functionally with Operations, Customer Service, Marketplace, Partner, and other teams to resolve fulfillment issues and improve order outcomes.
- Maintain awareness of changing ticket inventory, pricing, and market conditions, particularly for high-demand and near-term events.
- Ensure purchasing activity is accurately documented and compliant with established financial controls and procedures.
- Develop team expertise in venue seating, ticket attributes, marketplace behavior, and substitution decision-making.
- Build a culture of ownership and ensure appropriate staffing and leadership coverage during high-volume periods.
REQUIREMENTS
- Strong knowledge of primary and secondary ticket markets and how pricing and inventory availability change as events approach.
- Experience using ticket marketplaces and primary ticketing platforms such as Ticketmaster, AXS, SeatGeek, StubHub, Vivid Seats, or similar platforms.
- Advanced understanding of venue seating, sections, rows, ticket attributes, comparable inventory, and appropriate upgrade decisions.
- Ability to make and defend fast, financially sound decisions involving significant inventory costs.
- Experience establishing processes, approval controls, or operational standards in a high-volume environment.
- Strong analytical skills and comfort using performance metrics to manage cost, quality, productivity, and fulfillment outcomes.
- Ability to coach team members, provide clear direction under pressure, and hold others accountable for accurate and timely execution.
- Strong cross-functional communication, problem-solving, and organizational skills.
- Ability to manage multiple priorities while maintaining visibility into high-risk and time-sensitive orders.
- Ability and willingness to work on-site at Victory Live's Buckhead office in Atlanta, Georgia.
PREFERRED QUALIFICATIONS
- Knowledge and understanding of both the primary and secondary markets within the ticketing industry
- Proficiency in ticketing systems, managing ticket inventory and/or third-party ticketing software
- Prior experience in sports or live entertainment ticketing, such as with a professional or collegiate sports team, venue, box office, ticketing platform, or secondary ticketing marketplace preferred.
- Previous leadership, supervisory, or team-lead experience strongly preferred.
