Product Operations Director, Event Programming

Product Operations Director, Event Programming

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 suitecentered around TM1 Eventsto 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 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.

DESIRED EXPERIENCE

YOU (BEHAVIOURAL REQUIREMENTS)

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 :

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.