Senior Director of Operations

This is a Full Time Job

LN Concerts, Sr. Director of Operations – VIP Nation

THE JOB

This is a build role. VIP Nation has grown on the strength of exceptional show execution, and its next phase of growth requires a professional operating foundation underneath it. The Sr Director, Operations will take a clear-eyed inventory of the current state of the business, then design and implement the systems, standards, and organizational structure needed to replace manual, individually held workflows with repeatable processes that scale.

The SVP, VIP Nation leads the business, owns its vision and commercial direction, and is the division's primary voice with artists, management, and internal leadership. This role carries a high degree of delegated authority over how the business operates day to day, and making that balance work requires exceptional partnership and communication: operating decisively while keeping the SVP fully apprised, aligning ahead of consequential decisions, surfacing issues early rather than after the fact, and ensuring the SVP is never surprised by something happening inside her business.

Success is measured by operational reliability, margin improvement, the quality and consistency of the fan and artist experience, and the strength, clarity, and retention of the team.

WHAT THIS ROLE WILL DO

Operational Efficiency
• Own the day-to-day operating cadence of VIP Nation - planning calendars, reporting rhythms, decision rights, and escalation paths - and establish and monitor, with the SVP, the key performance indicators covering operational efficiency, fulfillment accuracy, cost, fan satisfaction, and organizational health.
• Maintain a disciplined communication rhythm with the SVP, including regular operating reviews, clear escalation of risks and issues, and visibility into the decisions being made across the department.
• Conduct a structured assessment of the current state of the business - what exists, what is working, what is duplicative, and what is at risk - and present a prioritized roadmap to the SVP and executive leadership.
• Own the supply chain and logistics strategy for VIP programs - sourcing, production, inventory, freight, warehousing, and delivery to venue - setting the direction and standards, strengthening vendor agreements and service-level expectations, while leading and coordinating the existing team and partners who execute it.
• Institute service-level standards and quality controls across every VIP program so on-site execution matches what was sold to the fan, the artist, and the tour, and build a post-show and post-tour review process that converts lessons learned into documented standards.
• Document the standard operating procedures, templates, and process maps required for the business to be audited, handed off, and replicated as it grows.

Leadership
• Lead the functional teams responsible for program operations, fulfillment, logistics, vendor management, and business systems in coordination with the SVP.
• Establish clear roles, workload planning, and accountability across the department, and build manager capability so the business is not dependent on a small number of individuals.
• Assess talent across the division, identify capability gaps, and lead recruitment, development, and succession planning to build a durable leadership bench.
• Partner with Human Resources, Legal, Finance, and Risk to ensure the division operates cleanly within Live Nation policy and controls, including contracting, approvals, travel, and safety.

Technology
• Lead the modernization of the division's infrastructure, replacing manual, spreadsheet-dependent processes with integrated systems for order management, inventory, fulfillment, CRM, and reporting.
• Create a single source of truth for VIP Nation data and reporting that gives leadership real-time visibility into sales, fulfillment accuracy, cost, and fan satisfaction - built to work with the platforms, data infrastructure, and tools already in place at Live Nation rather than standing up parallel systems alongside them.

WHAT THIS PERSON WILL BRING
• 8+ years of progressive operations leadership, including experience as a head of operations or senior second-in-command of a multi-market business.
• Background in live entertainment, touring, premium hospitality, experiential marketing, e-commerce, or consumer products - any environment combining live deadlines with physical fulfillment.
• Demonstrated record of taking a fast-growing business from ad hoc execution to a scaled, process-driven operating model.
• Deep supply chain and logistics expertise - sourcing, production, inventory, freight, warehousing, and fulfillment at scale - together with proven vendor and contract management, including negotiating master agreements, consolidating spend, and holding third parties to measurable service levels.
• Experience selecting and implementing business systems (ERP, order management, inventory, CRM, or comparable platforms), with a clear understanding that the hard part is changing how people work, not buying the software.
• Strong financial acumen, including P&L exposure, budgeting, unit economics, and margin optimization, and the ability to partner effectively with finance leadership.
• Exceptional partnership skills, able to take ownership of an operation, drive change quickly, and keep the business leader and established team closely aligned throughout.
• Credibility with both commercial and creative stakeholders - able to hold an operational line with artists, management, promoters, and internal leadership without slowing the business down.
• Highly analytical and data-fluent, with advanced Excel and command of reporting and business intelligence tools, and the ability to build a business case for investment.
• Sound judgment, a collaborative leadership style, and the ability to drive timely, effective execution in a high-volume, deadline-critical live events environment; availability to travel, including show-site and peak-season travel.
• Bachelor's degree required; MBA or equivalent senior operating experience a plus.

HEALTH: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)

YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days

WEALTH: 401(k) program with company match, stock reimbursement program

FAMILY: New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support

CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment

OTHERS: Volunteer time off, crowdfunding match