Caitlin Gearsbeck
Canton,USA
Summary
CX Project and Operations Lead with 10+ years of experience and 4+ years driving operations and projects at SeatGeek. Skilled in scoping, planning, and delivering cross-functional initiatives using Agile and Waterfall methodologies. Expert in designing and implementing Jira workflows and knowledge and QA programs to enhance quality, self-service, and stakeholder alignment in fast-paced ticketing environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Enterprise Fan Support Shift & Project Lead
SeatGeek
05.2024 - Current
- Lead daily operations for the Enterprise Fan Support (EFS) team, coaching agents through complex escalations while maintaining quality and SLA expectations.
- Co-lead the EFS Knowledge Team scoping and delivering 5 sub-projects using project management methodologies to close process gaps and enhance self-service resources for agents and partners.
- Designed and launched the first EFS Leadership Jira board, defining custom workflows, fields, and reporting informed by ticketing industry knowledge to provide real-time visibility into projects, priorities, and ownership.
- Developed and implemented a new QA grading program for the #efs-support-help Slack channel, including change management rubric, grader/helper guides, calibration sessions, reporting to leadership, and oversight of 3 project members.
- Manage and maintain project documentation (guides, workflows, runbooks) in Guru, Glean, SeatGeek University, and Google Workspace to boost agent self-solve and reduce repetitive questions.
- Collaborate with Engineering, Client Services, and SeatGeek’s Workforce Management team to support tooling/content requirements and coordinate enterprise software and SaaS tooling implementations across teams.
- Tools & Execution: Use Jira, Zendesk, Guru, Glean, Slack, Google Workspace, and AI tools to manage project tasks, risks, timelines, and accelerate documentation and training materials.
Neurodiversity ERG Lead
SeatGeek
05.2024 - 12.2025
- Managed quarterly ERG budgets of $3,000, tracking spend across programming, swag design and procurement, and wellness initiatives to deliver all commitments on time and within financial constraints to 100+ ERG members.
- Built and executed end-to-end project plans in Jira, establishing clear timelines, owners, and success criteria for resource launches and events.
- Documented ERG processes and responsibilities to support leadership transition and ensure continuity for incoming leaders.
- Coordinated with other ERGs and the Director of DEI using stakeholder management techniques to co-host events and share resources, building cross-org coalitions around neurodiversity and inclusion.
Event Expert III
SeatGeek
08.2021 - 05.2024
- Served as a project contributor for 4+ ongoing projects, including content management, Knowledge, Hoopla, reputation, and retention initiatives, leveraging enterprise software to test workflows, document changes, and communicate updates to frontline teams.
- Provided specialized support for SeatGeek and enterprise customers via email, chat, and phone, consistently meeting quality and SLA targets.
- Developed deep expertise in SeatGeek’s marketplace and buyer/seller flows to triage complex issues and identify cross-team resolution paths.
Careline Assistant
HealthPartners
09.2018 - 07.2021
- Managed high-volume patient calls and documentation using Epic Systems, maintaining accuracy and quality under strict SLAs while resolving complex, sensitive issues with empathy.
Education
Bachelor of Arts - Psychology
SUNY Plattsburgh
Plattsburgh, NY2017
Music Therapy
Nazareth College
Rochester2012
Skills
- Agile, Waterfall & Project Management Methodologies
- Change Management , Risk & Issue Mitigation
- Process Optimization & Strategic Documentation
- Stakeholder Management
- SaaS / Enterprise Software
- Ticketing Industry Knowledge
- Influencing & Leading Teams
- Cross-Functional Collaboration
- Tools: Jira (Admin), Zendesk, Guru, Glean, Slack, Google Workspace, Ai Tools & Project Management Platforms
Certification
Google Project Management Professional Certificate
Coursera Completed Dec 2025
Coursera Completed Dec 2025
Timeline
Enterprise Fan Support Shift & Project Lead
SeatGeek
05.2024 - Current
Neurodiversity ERG Lead
SeatGeek
05.2024 - 12.2025
Event Expert III
SeatGeek
08.2021 - 05.2024
Careline Assistant
HealthPartners
09.2018 - 07.2021
Bachelor of Arts - Psychology
SUNY Plattsburgh
Music Therapy
Nazareth College