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 expand, 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.
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.
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.
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.
TodayTix Group is the global e-commerce leader for cultural experiences. Founded in 2013 by Broadway veterans Brian Fenty and Merritt Baer, TTG designs frictionless e-commerce experiences via innovative product design and industry-leading technology. Through its powerful consumer matchmaking technology and expansive portfolio of brands, including TodayTix, Secret Cinema, and Show-Score, TTG has an intimate understanding of its millions of customers, allowing TTG to optimize partner relationships by providing unparalleled access to engaged audiences, generating meaningful revenue, and transforming the way tickets are sold. And with an ever-expanding global network of theatres, producers, and cultural institutions, frictionless technology, and vast data and insights, TodayTix Group is at the forefront of the digital transformation of culture.
We are seeking outstanding applicants of all backgrounds to join our team to bring new voices, talent, and perspectives to the table. To learn more, visit www.todaytixgroup.com.
If you’re a customer in need of assistance, please visit our Help Page (https://www.todaytix.com/support).
