Platform Implementation Manager
DRT Performance Tix is seeking a highly organized, detail-oriented Platform Implementation Manager to lead the team responsible for transforming client requirements into accurate, launch-ready ticketing experiences.
About the Role
This role oversees the day-to-day operations of the Implementation Department, including the configuration of ticketing sites, seating charts, pricing structures, sales dates, event graphics, and related ecommerce setup. The Platform Implementation Manager ensures client builds are completed accurately, efficiently, and on schedule while maintaining DRT's quality and Client Success standards.
This is a hands-on leadership role for someone who enjoys solving problems, managing competing priorities, developing people, and improving processes. The ideal candidate can move comfortably between leading the department and stepping directly into implementation work when volume, complexity, or deadlines require it.
What You'll Do
· Lead the day-to-day priorities and workflow of the Implementation Department, ensuring client setups are completed accurately and on schedule.
· Assign and prioritize work based on team capacity, deadlines, client complexity, and business needs.
· Review ticketing sites, seating charts, pricing logic, sales dates, event graphics, website configurations, and related setup details for accuracy and completeness.
· Serve as a subject matter expert on DRT's platform capabilities, implementation workflows, and common event-build requirements.
· Resolve implementation blockers and escalate unclear, incomplete, or conflicting requirements when necessary.
· Maintain a strong understanding of department capacity and proactively adjust priorities and resources during DRT's peak ecommerce season.
· Remain hands-on by completing client implementations when staffing, volume, deadlines, or complexity require additional support.
· Teach, train, coach, and empower Implementation Associates to identify potential configuration challenges or unfeasible client requests early and resolve issues independently, while reinforcing established SOPs, quality standards, sound judgment, and best practices.
· During DRT's non-peak months, facilitate and oversee the implementation and updating of SOPs and department processes, and oversee team training, including ongoing and continuing education needs.
· Partner cross-functionally with Front of House, Operations, Client Success, IT/Product, QA, and QC to ensure successful client launches.
· Serve as a key operational liaison with managers and team members across departments to coordinate operational needs, resolve cross-functional issues, and address escalated client needs.
· Identify recurring implementation issues, workflow gaps, and unclear SOPs and provide structured recommendations for improvement.
· Help strengthen department processes, documentation, training, and quality-control practices as DRT's platform and client needs evolve.
What We're Looking For
· 3+ years of experience in platform implementation, technical operations, quality control, account management, ecommerce operations, or a similar platform-based environment.
· Experience leading workflows, projects, or teams while managing multiple deadlines and competing priorities.
· Strong technical aptitude and the ability to quickly learn platform capabilities, configuration requirements, and complex workflows.
· Exceptional attention to detail, particularly when reviewing configuration, pricing, dates, client requirements, and customer-facing information.
· Strong problem-solving skills and the judgment to recognize when a request can be executed, requires clarification, or should be escalated.
· Excellent written and verbal communication skills with the ability to work effectively across departments.
· Strong organizational and prioritization skills with the ability to remain composed and effective in a fast-paced, seasonal environment.
· A collaborative, hands-on leadership style and willingness to step into the work when the team needs additional support.
· Ability to apply established SOPs while exercising sound judgment when situations do not fit neatly within an existing process.
What Success Looks Like
Success in this role means that client implementations are accurate, on time, and launch-ready; the Implementation team understands its priorities, is trained and empowered to resolve issues, and has the support needed to execute them; cross-functional and escalated client needs are coordinated effectively; potential problems are identified before they become launch issues; and non-peak periods are used intentionally to strengthen SOPs, processes, documentation, and continuing team education.
The Platform Implementation Manager plays an important role in connecting client expectations with DRT's technology and internal operations - helping ensure that every implementation delivers a reliable experience for both our clients and their ticket buyers.
Position Details
· Employment Type: Full-time
· FLSA Classification: Exempt
· Compensation: Starting salary of $64,000-$68,000 during the first 12 months
· Post-Training Salary: Salary increases to $72,000 upon successful completion of the training period
· Benefits: Full range of company benefits
Why DRT?
At DRT Performance Tix, the implementation team plays an important role in turning client requirements into reliable, launch-ready ticketing experiences. This role offers the opportunity to lead a critical function, develop a team, solve meaningful operational challenges, and help improve the systems and processes that support DRT's continued growth.
Pay: $64,000.00 - $72,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Relocation assistance
- Tuition reimbursement
- Vision insurance
Work Location: In person
