Customer experience manager Jobs in Tempe, AZ

Senior Product Manager, Experience Control

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events from concerts and festivals to sports and theater at some of the most iconic venues in the world. Since our founding in 2011, we've consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.

We're passionate about improving the fan experience and providing game-changing solutions for our clients, and we're always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment. Together we keep the world cheering.

The Role

AXS is seeking a Senior Product Manager to own the end-to-end strategy and execution of our Experience Control platform. This role is responsible for the mission-critical platform capabilities that power venue ingress and access control across the AXS ecosystem, including ticket and credential validation, scanner applications, access control integrations, developer-facing APIs and SDKs, operational telemetry, and the platform services that support millions of fans entering venues each year across North America, Europe, and Asia-Pacific.

Success requires balancing platform modernization, operational reliability, partner ecosystem growth, and real-world venue workflows while delivering scalable solutions that improve fan experiences and enable efficient venue operations.

The ideal candidate combines strong product instincts with a deep technical foundation and a systems-thinking mindset. You are comfortable discussing APIs, SDKs, distributed systems, event-driven architectures, observability, and platform integrations with engineering teams while translating those capabilities into measurable business and operational outcomes.

You will work closely with Engineering, Access Control Partners, Client Services, Field Operations, and venue stakeholders to deliver scalable solutions that improve operational efficiency, system reliability, and the fan experience across the live event lifecycle.

As a Senior Product Manager you will be accountable for:

• Defining product vision, roadmap, and priorities for Experience Control capabilities across the AXS platform.
• Establish platform priorities that balance operational reliability, scalability, modernization, and business growth.
• Own platform capabilities delivered through applications, APIs, SDKs, integrations, event-driven services, and backend systems.
• Drive product decisions using operational health metrics, telemetry, observability, and performance data.
• Partner closely with Engineering to define service-level objectives, reliability goals, resiliency strategies, and operational readiness standards.
• Identify and prioritize improvements that reduce operational friction, improve incident response, and increase system reliability.
• Support mission-critical systems where latency, uptime, and performance directly impact fan entry and venue operations.
• Supporting global event operations by balancing the needs of diverse venue partners, regional workflows, and access control technologies across international markets.
• Partnering with Access Control Partners and internal engineering teams to design, deliver, and maintain integrations that enable reliable ingress operations.
• Working closely with Field Operations and Client Services teams to identify operational pain points and prioritize improvements that reduce friction for venues and fans.
• Develop a deep understanding of venue ingress operations, access control workflows, credential management, and event-day execution.
• Lead modernization efforts across legacy ingress and access control systems while maintaining operational continuity.
• Define and monitor KPIs related to reliability, operational efficiency, adoption, performance, and customer satisfaction.
• Communicate roadmap, risks, priorities, and outcomes clearly across technical teams, business stakeholders, and executive leadership.
• Build alignment across diverse stakeholder groups and influence decisions through data-driven insights and customer understanding.

We are looking for:

• 5+ years of Product Management experience delivering complex software products in Agile environments.
• Demonstrated success owning technical products, platforms, APIs, SDKs, integrations, or enterprise software solutions.
• Experience partnering closely with engineering teams to deliver platform, integration, or infrastructure-adjacent products within modern distributed architectures.
• Experience supporting mission-critical workflows where reliability, scalability, performance, and resiliency are essential.
• Familiarity with event-driven architectures, distributed systems, operational telemetry, observability, and data-driven product decision making.
• Ability to quickly understand and navigate complex ecosystems spanning modern platforms, legacy systems, integrations, and operational processes.
• Strong analytical and problem-solving skills with the ability to define ambiguous problems, synthesize data, and deliver measurable outcomes.
• Proven ability to balance customer needs, business objectives, and technical constraints while driving product strategy and execution.
• Excellent communication and stakeholder management skills, with the ability to influence and align technical and non-technical stakeholders across organizational boundaries.
• Systems thinker with a platform-oriented mindset who can connect business processes, technical systems, operational workflows, and customer experiences to build scalable solutions.
• Curious, data-driven, and comfortable operating in complex environments, with a strong bias toward continuous improvement, experimentation, and measurable outcomes.
• Bachelor's degree or equivalent practical experience.

Preferred Qualifications

• Background building platform products that enable external partners through APIs, SDKs, integrations, or developer ecosystems.
• Track record of modernizing legacy operational systems while balancing migration risk, business continuity, and long-term platform evolution.
• Familiarity with software-plus-hardware ecosystems, including mobile applications, hardware integrations, edge devices, or operational technology environments.
• Understanding of service reliability, operational readiness, performance objectives, and incident management practices.
• Proven ability to design configurable platform capabilities that support regional variation while maintaining a scalable core product.
• Exposure to complex global organizations and products serving multiple international markets.
• Domain expertise in live entertainment, ticketing, venue operations, access control, identity, payments, transportation, hospitality, logistics, or other operationally intensive industries.

At AXS, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but can't "check every box" in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles.

Pay Scale: $121,500 - $140,000

Bonus: This position is eligible for a bonus under the current bonus plan requirements.

Benefits: Full-time: We offer a comprehensive benefits package that includes: medical, dental and vision insurance, paid holidays, vacation and sick time, company paid basic life insurance, voluntary life insurance, parental leave, 401k Plan (with a current employer match of 3%), flexible spending and health savings account options, and wellness offerings. Currently, full time employees are eligible for these benefits on the first day of employment.

*Employer does not offer work visa sponsorship for this position.

What's in it for You?

• Extraordinary People we're not kidding!
• Meaningful Mission Helping revolutionize an industry and deliver better experiences for fans and clients around the world.
• Development and Learning Opportunities for learning and leveling up through training and education reimbursement.
• Community & Belonging A range of Employee Resource Groups (ERGs) that foster connection, inclusion, and professional growth. Access to meaningful volunteer opportunities and community engagement programs to make a positive impact beyond the workplace.

Curious about the typical interview process for this position? Here's what to expect:

• 20-30 min virtual recruiter interview
• 45-min virtual hiring manager interview
• 45-min Onsite/Virtual Product team interview (onsite or virtual)
• 45-min Onsite/Virtual Engineering team interview
• 30min Virtual Executive Interview

*This schedule may be subject to change.

More about AXS

AXS, a subsidiary of AEG, sells millions of tickets each year for 1