Product Operations Director – Event Programming
Ticketmaster
full-time
Posted on:
Location Type: Remote
Location: Remote • Florida, North Carolina, Ohio, Texas • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Build and develop master knowledge on event programming products across multiple ticketing platforms, with special focus on TM1 Events and satellite event programming capabilities.
- Become the global single-point-of reference towards this product area/theme.
- Understand long-term business client and ticketmaster goals in the event programming space and recommend appropriate system and product solutions.
- Develop deep understanding in event programming process and practice across different platforms and regions, appreciating local nuance and with an eye to identify opportunities for harmonization so that standard functionality delivers global gains.
- Lead the connection and collaboration of the event programming SME network in order to unlock opportunities for greater product adoption and develop product enhancement priorities that have the biggest return across regions.
- Define, enrich and own KPIs and metrics that assess product adoption, usage, client satisfaction, feedback and friction.
- Support the achievement of OKRs in this space, in order to drive efficiency gains by reducing EP queue volume and OPEX spend.
- Partner with Product Management to facilitate the correct prioritization and development of new products and features, proactively assisting in improving go-to-market and roll-out.
- Play primary role in go-to-market process by owning the user acceptance and beta testing efforts to ensure products and features function as intended and align with quality, usability and client requirements expectations.
- Identify blockers and constraints towards scaling adoption of new features and products in this space.
- Build excellent working relationships with key stakeholders, including Product Management, Engineering, Core Operations, Business Development, Global Sales Operations and Global PMO.
- Own the communication of product updates, new features and any known issue that needs to be made aware to the wider user community, including presentations at various conferences or wide team meetings.
- Partner with Client Success, Event Programming, Education & Training and CRM in adapting and improving client onboarding processes and practices, ensuring optimal client experience.
- Collaborate with a wider Product Operations organization to understand touchpoints and influence of other products and features.
- Play active role during product disruptions that impact event programming product space, to advise on business impact, action contingency plans and communicate with wider user community impacted.
- Track product escalations and client issues to provide clear insights on friction trends and opportunities to further develop stability, performance and usability improvements.
Requirements
- You will be required to demonstrate a high-level of business acumen together with a strong level of sector knowledge, relating to the international ticketing and live entertainment business.
- 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
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 programmingticketing platformsproduct consultancyKPI definitionmetrics assessmentuser acceptance testingbeta testingproduct enhancementprocess harmonizationclient onboarding
Soft skills
business acumenproblem-solvingcommunicationanalytical skillsinnovationflexibilitycollaborationleadershipstakeholder managementservice culture