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Sports Product Operations Specialist, Spain
hace 3 meses
THE JOB In this role as Sports Product Operations Specialist, part of the Support & Operations team in Spain, you will be responsible for owning the iterative roll-out of new Sport XR platform products and features delivered by Ticketmaster Sport Product and Engineering teams, ensuring the Ticketing Product Portfolio can be operated at scale without major friction.As a complement of the Sport XR, you will have to roll-out Universe platform A self-service event ticketing solution that Ticketmaster offers around the world.You will have to cover requirements for Spanish clients with Universe.Promoters who organise single events such as exhibitions, trade shows and small concerts.You will become the knowledge expert over the Sports segment 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 Specialist 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 Specialist across the different Regions and Markets, 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 DOINGPRODUCT ADOPTIONFacilitate the implementation of Sport XR and Universe platformsin SpainLearn from Beta implementation (and from ongoing implementations ofexisting Ticketmaster platforms in the market) to define an efficient process of rolling out the Sports XR and Universe platforms to greater scaleCommunicate product updates, new features, and functionalityLead the process to implement new products and features.Test products and features 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.Own product advanced configurations and translations so that these are embedded in the Regions' system setupWork with Client Support leads in adapting existing or adopting new business processes required to operate the new products and features, reducing the need for unsustainable workaroundsWork with Education in defining training needs to facilitate product adoption and roll-outOwn roll-out metrics and adoption KPIs and identify blockers or constraints towards scaling up product adoptionPRODUCT CONSULTANCYDevelop master knowledge on new and existing ticketing products that form part of the Sport XR product suite and Universe in case neededUnderstand client organization's long-term business goals and recommend appropriate system and product solutionsIn conjunction with the Client Support Specialists evaluate business processes and assist clients to develop strong best practicesBring technical knowledge and first line support to the Regional Client Support teamsAssist Client Development with RFP responses as it relates to all Ticketmaster productsCollaborate with the wider Product Operations Consultant community in raising product enhancement requests and defining detailed requirements for thesePRODUCT SUPPORTTrack client issues and support via company tracking system Salesforce and provide first/second tier issue fixes when possibleBridge issue resolution between Product Support central team and local Client Support teamAct as the first line of support for specific clients when warranted due to business needsFacilitate product advancement through communication of client feedback to Product and Engineering teamsCoordinate and act as Business Consultant with Product software installation and upgradesCoordinate with install timeline, data extraction, and checklistTroubleshoot system, connectivity, software and hardware issues and escalate in a timelymannerWHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)Demonstrated success in providing product consultancy and support services, preferably for Sports Clients.Experience leading and growing successful operations and cross-functional teams, preferably in an international or global organization.You've successfully managed complex projects and programs from inception to completion, demonstrating your ability to mitigate risk and deliver results.Strong written and verbal communications, negotiation and interpersonal skills in English and Spanish, considering that much of our communication is done asynchronously.Analytical mindset with proficiency in data analysis, reporting tools (e.g.Excel) and presentations (PowerPoint skills).Relevant experience in project management tools (e.g.Jira or Asana) and collaboration platforms (e.g.Slack or Confluence) for planning, tracking, and collaborating on projectsDemonstrated leadership ability, and experience with building and maintaining strong relationships with stakeholdersInnovative and flexible approach – thrive to find solutions outside the box, not accepting the status quo, and working with a sense of urgency to deliver results.Experience in ticketing, live events, promoting, e-business, media or entertainment industries preferred.Knowledge of ticketing platforms and products within the Sports Segment is a bonusFamiliarity with product management principles, frameworks and methodologies is desirable.YOU (BEHAVIOURAL SKILLS)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.Demonstrated ability to work independently, take ownership of tasks, and meet deadlines consistently.Highly motivated team player who contributes to an atmosphere in which people work together enthusiastically and effectively, and produce outstanding resultsClearly 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.Continuous learning mindset, keeping up with industry trends and best practices in product operations and management.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.TICKETMASTER VALUESRock Solid Reliability – I earn the trust of clients, co-workers, and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things rightWinning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of othersAct with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completelyCULTURE We're fans who help fans everywhere get into the live events they love.A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day.We're not just selling tickets (though we do that better than anyone else), we're enriching lives one amazing experience at a time.And we think that's amazing.If you're passionate about the magic of 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.We have a 'Fan First' mindset, placing customers at the heart of everything we do.Whether working behind the scenes or engaging directly with the 'Fan' you will be part of a culture that supports and enriches the fan experience.Your work, our passion… delivering world class experiences – Fan First.#LI-HybridEQUAL OPPORTUNITIESWe 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 home life.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.
