Job Description

The West Kowloon Cultural District Authority welcomes exceptional talent with a passion to realise the vision and mission of making the West Kowloon Cultural District a prime local and international destination for arts, culture and entertainment.

Key Responsibilities

• Support Head, Operation Readiness to lead and coordinate all operational readiness activities for the Technology Partnership Operating Unit as part of the system implementation

• Support Head, Operation Readiness to manage the interface between internal stakeholders and technology partners during the system transition; communicate business requirements to finalise the system design and development, manage issue resolution, and oversee contingency planning;

• Lead the User Acceptance Testing (UAT) of the new systems: define test scope, write test cases, assign testing tasks, and track execution progress;

• Establish back-of-house operations and quality assurance functions as a priority;

• Implement and continuously refine the Standard Operating Procedures, incorporating the latest system functions and features;

• Define the service vision, SLA framework, and client manager playbook for the future Client Services function;

• Produce two core deliverable packages: Operations Manuals (for staff to follow) and Training & Certification Packs (for supervisors to train new hires);

• Prior to system launch, organise sandbox simulations and dry runs of the new processes, identify bottlenecks, and drive adjustments; support parallel-run verification and real-time monitoring during the initial launch period;

• After launch, act as a coach to transfer knowledge and standards to the existing operations team, ensuring the taskforce’s outputs are implementable and sustainable;

• Participate in backend configuration and front-of-house support, validating process rationality in live operation; and

• Perform any other duties from time to time as the Authority may reasonably direct.

You should:

• have 10+ years of experience in ticketing and/or digital commerce operations;

• have deep operational understanding of digital commerce systems;

• have proven track record of having successfully led at least one large-scale digital commerce system migration or business restructuring project;

• be highly logical and detail-oriented with strong attention to accuracy;

• be fluent in English and Cantonese are a must; Mandarin is a strong plus; and

• be able to perform under tight timelines, and drive cross-departmental, cross-cultural collaboration.

For interested parties, please submit your application with detailed CV on or before following date Applicants are encouraged to submit their applications as soon as possible. The review of applications will continue until post is filled.

29-05-2026

Data collected will only be used for job application processing. Your data may be accessed by our appointed recruitment consultants who have agreed to keep confidence of all personal data in not less than the standards applicable to us. Applicants not being invited for interview within 4 weeks from the submission date may assume their applications unsuccessful.

All related information will be kept up to 24 months and all personal data will be destroyed afterwards.

For more information, please visit https://www.westk.hk o r contact:

Jane Lam /+852 22002547