Product Operations Director – Event Programming
Live Nation Entertainment
full-time
Posted on:
Location Type: Remote
Location: Remote • Florida, North Carolina, Ohio, Texas • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Ensure the successful and scalable rollout of the event programming product suite—centered around TM1 Events.
- Become the global subject matter expert for a defined set of event programming products.
- Deepen understanding of event programming practices and processes.
- Facilitate collaboration among a network of regional and platform experts.
- Play a key role in the user acceptance testing process, identifying friction points and gathering feedback.
- Capture enhancement opportunities and user requests, and drive a structured feedback loop into Product and Engineering teams.
- Build and develop master knowledge on event programming products across multiple ticketing platforms.
- Recommend appropriate system and product solutions to long-term business client and Ticketmaster goals.
- Lead the collaboration of the event programming SME network to unlock opportunities for greater product adoption and develop product enhancement priorities.
- Define, enrich and own KPIs and metrics that assess product adoption, usage, client satisfaction, feedback and friction.
- Support the achievement of OKRs, driving efficiency gains by reducing EP queue volume and OPEX spend.
- Own the communication of product updates, new features and known issues to the wider user community, including presentations at various conferences or team meetings.
Requirements
- Demonstrated success in providing product consultancy and support services in a Market.
- Master knowledge of ticketing platforms and products with knowledge over Ticketmaster’s product suite being a bonus.
- Strong written and verbal communication skills - must be proficient in English.
- Fluidity in other languages being a bonus given the global exposure of this role.
- Excellent problem-solving skills with good eye to spot root cause and define sound strategy to fix.
- Lean Mentality – continuously looking to reduce waste in process and driving an uplifting service culture across your team.
- Innovative and flexible approach – thrive to find solutions outside the box and balance quick/workaround options with permanent solutions.
- Highly analytical, with the ability to summarize great amount of information to drive precise conclusions, and with experience defining operations performance and success metrics and KPIs.
- Proven success and experience delivering excellent leadership across a wide multi-cultural international team.
- Experience in ticketing, live entertainment, promoting, e-business or SaaS industries preferred.
- Understanding of the life cycle of events and operations processes and services: Event build, event maintenance, client support, access control, etc. is a bonus.
- Experience in developing strategies to uplift the service to clients, maximizing client satisfaction, increasing loyalty and optimizing available resources.
Benefits
- 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)
- Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
- 401(k) program with company match, stock reimbursement program
- New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support
- Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
- Volunteer time off, crowdfunding match
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
event programminguser acceptance testingKPI definitionmetrics assessmentproduct consultancyticketing platformsoperations performanceservice optimizationproblem-solvingstrategy development
Soft skills
communication skillsanalytical skillsleadershipcollaborationflexibilityinnovationcultural awarenessclient supportservice cultureprocess improvement