Job Summary

Product Operations Director, Event Programming

Location: Remote, global

Division: Global Support & Operations

Line Manager: VP, Product Operations

Contract Terms: Permanent, 40 hours per week

THE JOB

In this role as Product Operations Director Event Programming, you will be responsible for ensuring the successful and scalable rollout of the event programming product suite—centered around TM1 Events—to both clients and internal users, minimizing friction throughout the adoption process.

You will become the global subject matter expert for a defined set of event programming products by deepening your understanding of event programming practices and processes, and by facilitating collaboration among a network of regional and platform experts.

As new features and products are introduced, you will play a key role in the user acceptance testing process, identifying friction points and gathering feedback. You will also be accountable for capturing enhancement opportunities and user requests, and for driving a structured feedback loop into Product and Engineering teams. This is a hands-on role, that will require a mix of strategic thinking, product mastering, operational and business acumen and client facing expertise.

You will collaborate with a broad community of Product Operations professionals across platforms, regions, and markets to understand how event programming products integrate with the wider product ecosystem. Equally important, you will maintain ongoing engagement with Product Management, Engineering, Product Support, Core Operations, and Event Programming Support to influence product roadmaps and anticipate go-to-market efforts.

What You Will Be Doing

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.

WHAT YOU NEED TO KNOW (or TECHNICAL 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

Desired Experience

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.

You (behavioural Requirements)

The following attributes determine how the role will be carried out and are required to be a success:

Carefully weighs the impact of a broad range or related issues or factors to prioritize action and allocate resources accordingly
Makes high quality decision in a timely manner, considering the immediate and long-term consequences of decisions.
Asks appropriate questions to ensure full understanding, to generate new ideas and innovative solutions.
Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.
Organises time effectively, ensuring there is appropriate time to plan for future needs, maximising the use of available resources.
Clearly conveys goals and expectations to others; steps forward to confront difficult issues.
Paves the way for change, diminishes fear and persuades others to let go of resistance.
Demonstrates ethical behaviours.
Not accept the status quo, working with a sense of urgency to deliver better results
Relationship Management & Collaboration: building and fostering strong trust-based relationships with clients and internal partners across the organization. Ability to network effectively up, down and across the business.
Intuitive and empathetic

Benefits & Perks

Through our ‘Taking Care of Our Own’ program, we provide benefits across six key pillars:

HEALTH: 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)
YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
WEALTH: 401(k) program with company match, stock reimbursement program
FAMILY: New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support
CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
OTHERS: Volunteer time off, crowdfunding match

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our mission at Ticketmaster is to connect people around the world to the live events they love. Ticketmaster is the world’s largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centers and theaters, Ticketmaster processes 550 million tickets per year across 35+ different countries.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our Work Is Guided By Our Values

Reliability - Fans and clients count on us to power their live event experiences and we rely on each other to make it happen.

Teamwork – While we celebrate individual achievements, we know have more success as a team.

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent.

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.

EQUAL EMPLOYMENT OPPORTUNITY

We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.

Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.

Product Operations Director, Event Programming

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