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
New York, NY
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
New York, NY
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
New York, NY
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
Bloomington, MN
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