Product Support Manager

Job Description

Job Summary:
Product Support Manager
Location: Indiana (Remote), Wisconsin (Remote), Ohio (Remote), Iowa (Remote), Kentucky (Remote)
Division: Ticketmaster NA
Line Manager: Director - Product Support
Contract Terms: Full Time - Permanent
THE TEAM
The technical product support team is comprised of multiple departments that represent support for the resale business, supporting sellers and the product suite available to them, as well as internal teams configuring the resale ecosystem. The team engages with the seller community as the first point of contact to solve technical issues and ensure their usage of our products is optimized.
THE JOB
We are looking for a Team Manager who will lead and support a product support team that provides support for our suite of our marketplace products. This team plays a crucial role in ensuring stable and high-performing supply management tools and services. The Team Manager must be available to work any schedule based on business needs (nights, weekends and holiday hours required).
The number one priority for this role is to support the team that will directly report to you. In this role you will be responsible for the coaching, development, performance and engagement of your team. The role expects your team to be your exclusive focus, and you support your team with removing any barriers that prevent them from demonstrating the excellent seller support on every contact.
You will be responsible for using quantitative and qualitative data to identify behavioral opportunities to coach your people and celebrate their success. As a single threaded leader for your people, you will take care of all elements of your associates' satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on issues arising in your team. You must demonstrate the ability to quickly digest a large amount of data to make the right business decisions and have experience in delivering positive and negative associate performance feedback.
As a leader of broker experience, you are a role model for service. You will be an expert in articulating data trends around issues and identifying and solving for root causes. You must possess the ability to identify and solve complex problems in high-pressure environments and require a firm understanding of how to interact and guide both technical and non-technical stakeholders.
WHAT YOU WILL BE DOING
• Understands resale ecosystem and managing cross-functional relationships as the main point of contact
• Maintain cross-team communication between Support, Product and Engineering
• Provide transparent progress reports against KPI's on a consistent basis to facilitate coaching opportunities
• Drives team participation and actions with focus on engagement, wellbeing and inclusion across the team
• Quickly acts on trends and root causes, issues and opportunities
• Needs to be extremely organized and capable of articulating overviews, findings, and suggestions for potential learnings or adjustments
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)
• 2-3 years as a frontline people manager supporting digital products
• Proven track record of building, developing, and scaling high-performing support teams in a remote environment
• Strong troubleshooting and root cause analysis skills
• Experience in high volume technical support
• Excellent verbal and written communication across all leadership levels
• Domo/Salesforce experience is a plus
YOU (BEHAVIORAL SKILLS/COMPETENCIES)
• Proactive ability to think ''big picture'' and from a strategic perspective, conveying ideas, building relationships and achieving goals in the workplace
• Great people management skills and the ability to convey information, ideas or thoughts clearly and effectively whether verbally or in writing
• Mindset on teamwork to drive a positive culture and guide others toward a common vision that motivates
• Make informed and timely decisions considering input from team members
• Directly influence and contribute to processes and initiatives within the organization
• Independent mindset characterized by self-reliance, confidence in one's own judgements, and the ability to think critically and make choices based on personal values rather than external pressures or popular opinions
• Resilience to bounce back from setbacks and challenges, using their experiences to learn and grow
• Data-driven to make decisions based on the analysis and interpretation of available KPI data to make better strategic decisions
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 and baby bonuses, 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 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 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, me

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Jobcode: Reference SBJ-122wmy-216-73-216-149-42 in your application.