Product Operations Consultant

Job Description

JOB DESCRIPTION – Product Operations Consultant

Location: Oslo, Norway, flexible with travel across the Northern Region

Division: Ticketmaster Northern Region

Line Manager: Regional Product Operations Manager - Northern Region

Contract Terms: Permanent, 37,5 hours per week

THE TEAM

Global Client Support & Operations Organization has the mission to build a global support & operations centre of excellence where all processes, tools & best practices are applied to all regions across the globe to achieve the highest levels of employee, fan & client satisfaction.

International Client Support & Operations team, a vertical of this organization, oversees the full event life-cycle services (from build to play-off) we provide to our clients (Promoters, Venues, Artists, Clubs, etc.), in markets that operate on the Microflex platform.
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 Consultant, part of the Product Operations team in the Northern Region, you will be a key part of the 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, in some cases being responsible for advanced configurations, and will consult with end users to define solutions to extraordinary client needs and issues. The Product Operations Consultant will also become the first tier of support to internal end users when in need of product understanding and/or product issues and disruptions.

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 Consultant 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
• Contributing to improving the entire product life cycle
• Helping to formulate clear and coherent business cases and configuration documentation
• Defining product specifications based on user stories.
• Driving through the delivery of features from conception to launch.
• Analysing and reporting on the performance of features in production.

PRODUCT CONSULTANCY
• Develop knowledge on new and existing ticketing products.
• Work together with Client support and Client Development to understand business goals and recommend appropriate system and product solutions
• Evaluate business processes and best practices.
• Bring technical knowledge and first line support to the Regional Client & Event Support teams
• Contribute to RFP responses.
• Collaborate with the wider Product Operations Consultant community in raising product enhancement requests and defining detailed requirements for these
• Work closely with clients, to find the best solution for them, together with local and regional teams

PRODUCT SUPPORT
• Track and follow up client issues and support via company tracking system Salesforce.
• Bridge issue resolution between Product Support central team and regional teams
• Facilitate Regional product advancement through communication of client feedback to Product and Engineering teams
• Oversee Product software installation and upgrades
• Coordinate with install timeline, data extraction, and checklist
• Product troubleshooting

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

You will be required to demonstrate a high-level of business acumen and develop a strong level of sector knowledge, relating to the international ticketing and live entertainment business.
• Experience from product consultancy or advanced support processes
• Knowledge of ticketing platforms.
• Strong written and verbal communications skills in Norwegian and English.
• 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

YOU (BEHAVIOURAL REQUIREMENTS)

The following attributes determine how the role will be carried out and are required to be a success:
• Exemplary interpersonal skills
• Excellent presentation, written and oral skills
• Ability to take initiative whilst working collaboratively
• Strong attention to detail and highly analytical mind-set
• Comfortable dealing with ambiguity and aptitude to propose solutions
• Natural curiosity about how things work and confidence with technical details
• Results and delivery focused with an eye for quality and reusability
• Ability to adjust priorities and approaches
• Ability to work in a fast-paced environment with tight deadlines
• Drive to be a subject matter expert and ambition to grow in the role
• Innovative and flexible– thrive to find solutions outside the box
• Not accepting the status quo, working with a sense of urgency to deliver results

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 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 - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by 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 OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. 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. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities

Jobcode: Reference SBJ-rejz60-3-142-200-226-42 in your application.