Global Operations Lead

Tixel

Born out of a passion for fairness and unforgettable experiences, Tixel is changing the game. We're a rapidly growing ticket marketplace transforming live entertainment, giving fans fearless flexibility to discover and access the events they love. Our mission is to become the world's most trusted live event marketplace.

You

You're the kind of operator who can't walk past something broken. You see a gap and build for it, see a fire and put it out, then document the fix so it doesn't come back. You don't wait to be told what to do, and you lean on AI to do it at scale rather than by hand.

You're also innately passionate about the fan experience. You take the fan personally. A sold-out show someone's been counting on, a seller waiting on their payout, that's never just a metric to you. It's someone's big night on the line, and getting it right is the whole reason the work matters.

Role Mission

This role exists to keep the global operations running and to build the systems that let it scale, so fans can trust that a ticket bought on Tixel gets them through the gate.

You report directly to the Head of Marketplace Experience and sit alongside the regional Operations Associates in the UK and US. You're the operational backbone for the team and the senior point of escalation. You also own specific centralised marketplace functions, like protecting fans from fraud, plus Australia-specific operations.

The role is built around three things: Al capability, fraud and safety, and operationalising new things. You build the Al agents and SOPs that progressively replace manual work. You hold the line on fraud and safety as the marketplace scales. And when Product ships something new, you make sure it runs smoothly, gets tested before launch, and has the monitoring and tooling to stay healthy.

The Gig

Build the AI multiplier and SOPs for global operations

Build, deploy and maintain AI agents that automate operational work (fulfilment monitoring, anomaly detection, triage assistance, integration health checks, fraud detection)
Build standard operating procedures (SOPs) through AI to scale how the team handles repeat workflows
Own the agent backlog and ship the highest-leverage workflows first
Treat agents as part of the team's capacity, not a side project
Continuously evolve agent performance as integrations, systems and patterns change
Support the regional Associates to build and use AI agents in their own day-to-day work

Operationalise new products, flows and integrations

Be the operational owner when Product ships something new (flows, integrations, partner platforms, internal tooling)
Assist in the operational QA process for primary ticketing integrations before go-live.
Set up the monitoring, alerts and dashboards that catch issues before fans do
Document how new things work operationally so the team can support them confidently

Build Specific Centralised Marketplace Functions

Own fraud monitoring and safety systems as a foundational responsibility, protecting fans from bad actors as the marketplace scales
Hold accountability for additional centralised functions across all regions as we grow
Run rituals and reporting that surface patterns across regions and turn them into systemic fixes
Own Australia-specific operations end to end and peak season delivery

Be the operational depth and escalation point for the team

Take operational escalations the regional Associates can't resolve, including system, integration and data troubleshooting
Pick up new systems and integrations quickly and become a go-to operational reference for the team
Use data fluently to spot patterns, diagnose issues and drive decisions. Pull, transform and interpret operational data without waiting for the BI team
Be the trusted backup for your teammates across our core regions, stepping in during peak periods or live issues so no region is left exposed
Make the cross-region operational call when there's no regional owner around

What You Bring

High Agency. You come to leadership with solutions, not problems. You see a gap and build for it, see a fire and put it out, then document the fix. You don't wait to be told what to do. You also know you don't have all the answers, so you collaborate, stay open to feedback, and hold your views lightly enough to change them, but firmly enough to act when it counts.
Fan Obsessed. You never lose sight of the human at the end of every interaction. Whether someone's getting into an event they've waited months for or selling a ticket they can't use, you treat their experience as the thing worth protecting. That instinct drives how you prioritise, what you build, and where you push.
AI Builder. You don't just use AI tools, you build with them. You've shipped AI agents or automations that solved real operational problems, and you get genuinely excited about doing more of it day-to-day. You see agent-building and SOPs-through-AI as core to the role, not a side project.
Strong Data Analyst. You're fluent in query tools and BI platforms like Metabase or Looker. You pull, transform and interpret operational data without waiting for the BI team. You spot patterns early and build dashboards that surface issues before they bite. Data is your default way of making decisions, not an afterthought.
Marketplace Literacy. You've operated inside a two-sided marketplace, live events, ticketing, or high-volume operational ecommerce. You understand how supply and demand move, you think in systems, and you stay close enough to operations to spot what breaks at scale.
Cross-Region, Cross-Functional Operator. You're comfortable working across time zones and adapting how you communicate to different regional and functional contexts. You write well, escalate cleanly, and operate effectively without daily direction.
Composed in Chaos. Peak season is real. Event days are real. You hold the line, prioritise sharply, and keep the panic from spreading.

Why You'll Love it Here

You'll be part of a fast-paced, high-energy global team aligned with the love of music and live events.
Real ownership: this is the senior IC seat with global scope and the runway to build something meaningful.
We work hard, but we have fun. Otherwise, what's the point?
We're an AI-forward company. We give people the time to play and learn, and we build the things that let everyone spend more of their time on the high-impact work they actually enjoy.
We're committed to building a team that embraces diverse perspectives and creating an inclusive environment where everyone feels valued and empowered.
We have flexible working arrangements. We care whether people are accountable and getting sh*t done, not how long their Slack status has been green.
You'll get an extra personal day off every month, affectionately known as TDOs (Tixel Day Off).
We offer a monthly ticket allowance because live gigs are awesome and we want you testing the product as much as possible.
We invest in your development with a 'level-up' allowance and make it a priority to help you achieve your career objectives.
Once a year we bring the entire global team together for our Tixel Summit (recent spots have been in WA and QLD!). It's a dedicated week to collaborate in person, strengthen relationships, align on what we're building next, and (obviously) have a bit of fun while we're doing it.

Give It a Shot

If you've operated inside marketplaces or ticketing, love getting into the mechanics of how things work (especially when they break), and you geek out on AI, we want to hear from you.
Feeling like you don't tick every box? Apply anyway. We're looking for sharp builders with high agency, not perfection.
At Tixel, we believe Diversity, Equity and Inclusion (DE&I) are key to achieving our mission, which means we're dedicated to making our hiring fair, unbiased and inclusive. So if you're from a background that's not seen enough in our industry, whether you're female, gender diverse, neurodiverse, a person of colour, part of the LGBTQIA+ family, or any underrepresented star, we're especially keen to hear from you.