Product Operations Director, Event Programming

Job Description

Product Operations Director, Event Programming
Location: Remote, Spain or Netherlands
Division: Global Support & Operations
Line Manager: VP, Product Operations
Contract Terms: Permanent, Fixed Term, 40 hours per week
THE TEAM
Global Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe in order to achieve the highest levels of employee, fan & client satisfaction.
Operations Initiative Management team, a vertical of this organization, is accountable for leading Ticketmaster's Operations initiatives to deliver success across operational project management, product operations and go to market strategies that ensure optimal return across our organizational partnerships.
Our clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients' needs. We then apply our own ticketing technology to help our clients innovate in their offering and ticketing strategies.
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 SKILLS)
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

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Jobcode: Reference SBJ-02y24j-216-73-216-110-42 in your application.