Senior Manager, Client Operations & Implementation
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 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.
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.
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Skills
- Operations
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