Product Operations Specialist

Job Description

jOB DESCRIPTION – PRODUCT OPERATIONS SPECIALIST, EMEA

Location: Remote (EMEA)

Division: Ticketmaster International

Line Manager: Director Product Operations, EMEA

Contract Terms: Permanent

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.

International Product Operations team, a vertical of this organization, oversees existing product adoption and performance as well as go to market strategy for new releases in markets that operate on the Microflex platform across the EMEA (Europe, Middle East and Africa) Regions.
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 continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge on our ticketing products is also key in improving our service proposition and solving for our clients' and local Markets' needs and challenges day-to-day.

THE JOB

In this role as Product Operations Specialist, part of the International Product Operations team, you will be responsible for owning the iterative roll-out of new products and features delivered by Ticketmaster's Product and Engineering teams, ensuring the Ticketing Product Portfolio can be operated at scale without major friction.

You will become the knowledge expert over a set of products and will consult with end users to define solutions to extraordinary client needs and issues. You will have the opportunity to apply that product consultancy across all verticals.

You will collaborate with a wide community of Product Operations Consultants across the different Regions and Markets, facilitated by the Director of Product Operations International, so that product knowledge is built consistently across the board and product roll-out and support processes benefit from our International scale and synergies.

The Product Operations Specialist will continuously engage with Product Management and Product Support teams to understand Product Roadmaps and be able to anticipate roll-out and support efforts at Regional and Market level.

WHAT YOU WILL BE DOING

PRODUCT ADOPTION
• Executing go-to-market strategy for new products and features
• Communicate product updates, new features, and functionality
• Oversee product testing end-to-end to understand how these behave with the wider product ecosystem
• Communicate and clarify product updates, known issues, and help identify prospects for beta groups and early adopter groups
• Work with Education & Training team in defining training needs to facilitate product adoption and roll-out
• Own roll-out metrics and adoption KPIs and identify blockers or constraints towards scaling up product adoption

PRODUCT CONSULTANCY
• Develop master knowledge on new and existing ticketing products, including: Microflex, TM1 Products, Sport XR and other future platforms that are incorporated to the Operations Product Suite
• Apply product consultancy within other verticals to bring value to internal teams and clients alike
• Understand client organization's long-term business goals and recommend appropriate system and product solutions
• Collaborate with International Client Support team on bringing extraordinary solutions to support international, global and strategic client opportunities
• Collaborate with the wider Product Operations Consultant community in assessing product enhancement requests and creating final project requests

PRODUCT SUPPORT
• Bridge issue resolution between Product Support central team and other verticals
• Facilitate product advancement through communication of client feedback to Product and Engineering teams
• Provide the link between business lines and tech teams in case of major incidents

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 Microflex Product Suite being a bonus.
• Experience providing excellent leadership in leading and growing successful operations and cross-functional teams in an international or global organization.
• Strong written and verbal communications skills in English and at a least another European language.
• Strong Microsoft Word, Powerpoint and Excel skills
• Experience with building and maintaining strong relationships with stakeholders.
• Experience in ticketing, live events, promoting, e-business, media or entertainment industries preferred.
• Demonstrated leadership ability.
• Innovative and flexible approach – thrive to find solutions outside the box.
• Not accepting the status quo, working with a sense of urgency to deliver results.

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 of related issues or factors.
• Makes high quality decisions in a timely manner, considering both the immediate and long-term consequences of decisions.
• Asks appropriate questions to ensure 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 and plans for future needs, maximising the use of available resources.
• Highly motivated team player who contributes to an atmosphere in which people work together enthusiastically and effectively, and produce outstanding results
• 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.
• Cultivate successful interdepartmental relationships ensuring growth of areas.
• Demonstrates ethical behaviours.
• Relationship Management & Collaboration- building and fostering strong trust-based relationships with clients and internal partners across the organisation. A skilful and collaborative team player with the ability to network effectively up, down and across the business. Intuitive and empathetic.

LIFE AT TICKETMASTER
We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world's largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.
We do it all with an intense passion for Live and an inspiring and diverse cultu

[more...]

Jobcode: Reference SBJ-ro8ek1-3-145-183-137-42 in your application.