Victory Live

ABOUT VICTORY LIVE
Victory Live is a private equity backed technology company aimed at maximizing distribution and yield for live event ticket inventory. We provide an end-to-end software platform for the live ticketing industry, managing thousands of sports, theater, and live music event tickets on behalf of artists, promoters, teams, venues, and professional resellers. Victory Live’s comprehensive offerings include an established B2B marketplace along with both a full-service and an automated SaaS platform to handle all elements of the ticket sales lifecycle, from ingestion to sales fulfillment.

THE POSITION
Victory Live is seeking a Manager, Substitution Purchasing to lead the team responsible for sourcing and purchasing replacement ticket inventory when originally sold inventory becomes unavailable.

This role owns the overall substitution purchasing function, including team performance, purchasing standards, approval thresholds, escalations, financial outcomes, and cross-functional coordination. The Manager is accountable for creating a consistent decision-making framework that enables the team to move quickly while protecting the customer experience and controlling replacement costs.

This is a full-time in-office leadership position based at Victory Live's Buckhead office in Atlanta, Georgia and requires regular on-site attendance. The Manager will provide real-time direction to the purchasing team, oversee high-priority orders, and partner closely with Operations and other internal teams throughout the day.

RESPONSIBILITIES

• Lead the Substitution Purchasing team, including workflow, prioritization, coaching, accountability, and performance management.
• Own the strategy and standards for replacement inventory purchasing, including purchasing guidelines, approval thresholds, escalation paths, and decision-making frameworks.
• Oversee substitution order volume and allocate resources based on event timing, financial exposure, customer impact, and fulfillment risk.
• Serve as the primary escalation point for high-cost, complex, or exception-based purchases and approve significant replacement purchases as needed.
• Ensure the team accurately evaluates comparable seats and upgrades based on location, quantity, ticket attributes, event-specific considerations, and customer impact.
• Balance fulfillment, customer experience, inventory quality, speed, and financial exposure when making purchasing decisions.
• Monitor substitution spend and losses and identify opportunities to reduce costs and improve purchasing efficiency.
• Track key performance indicators, including fulfillment and cancellation rates, substitution costs, savings, resolution time, escalation volume, and purchasing accuracy.
• Use performance data and order trends to identify process gaps, training needs, recurring inventory issues, and opportunities for improvement.
• Partner cross-functionally with Operations, Customer Service, Marketplace, Partner, and other teams to resolve fulfillment issues and improve order outcomes.
• Maintain awareness of changing ticket inventory, pricing, and market conditions, particularly for high-demand and near-term events.
• Ensure purchasing activity is accurately documented and compliant with established financial controls and procedures.
• Develop team expertise in venue seating, ticket attributes, marketplace behavior, and substitution decision-making.
• Build a culture of ownership and ensure appropriate staffing and leadership coverage during high-volume periods.

REQUIREMENTS

• Strong knowledge of primary and secondary ticket markets and how pricing and inventory availability change as events approach.
• Experience using ticket marketplaces and primary ticketing platforms such as Ticketmaster, AXS, SeatGeek, StubHub, Vivid Seats, or similar platforms.
• Advanced understanding of venue seating, sections, rows, ticket attributes, comparable inventory, and appropriate upgrade decisions.
• Ability to make and defend fast, financially sound decisions involving significant inventory costs.
• Experience establishing processes, approval controls, or operational standards in a high-volume environment.
• Strong analytical skills and comfort using performance metrics to manage cost, quality, productivity, and fulfillment outcomes.
• Ability to coach team members, provide clear direction under pressure, and hold others accountable for accurate and timely execution.
• Strong cross-functional communication, problem-solving, and organizational skills.
• Ability to manage multiple priorities while maintaining visibility into high-risk and time-sensitive orders.
• Ability and willingness to work on-site at Victory Live's Buckhead office in Atlanta, Georgia.

PREFERRED QUALIFICATIONS

• Prior experience purchasing ticket inventory strongly preferred, ideally within a ticket broker, marketplace, reseller, sports or entertainment organization, or other live-event ticketing business.
• Previous leadership, supervisory, or team-lead experience strongly preferred.
• Experience in a high-volume ticketing, e-commerce, marketplace, purchasing, or fulfillment environment preferred.

WHAT SUCCESS LOOKS LIKE
Success in this role means building and leading a substitution purchasing operation that consistently fulfills more orders, resolves issues faster, reduces avoidable cancellations, and controls replacement costs while maintaining a strong customer experience.

• Increase successful fulfillment and reduce cancellation rates across substitution-eligible orders.
• Reduce unnecessary substitution losses through stronger purchasing discipline and smarter escalation decisions.
• Create consistent, well-understood purchasing and substitution standards across the team.
• Improve team speed, accuracy, judgment, and ownership through coaching and clear performance expectations.
• Maintain effective oversight of high-cost and high-risk orders without becoming a bottleneck for routine purchasing decisions.
• Use data and recurring issue trends to drive measurable improvements in inventory quality and fulfillment processes.
• Build a team that can independently execute routine substitution purchases while escalating the right decisions at the right time.

Victory Live is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, Veteran status, or another other characteristic protected by state, local or federal law.