Senior Product Manager – TM1 Experience

Job Summary:

THE TEAM

Ticketmaster’s enterprise Experience & Identity organization is committed to delivering a first-class experience for users of Ticketmaster’s suite of enterprise web applications and the teams that build and support the features built within. The team sits in the heart of the broader TM1 organization, designs and delivers at scale a collection of shared components, services, and user experience design and best practices. We ensure that Ticketmaster’s powerful tools are comprehensive, logical, insightful, and provide a holistic experience to empower a large variety of clients from venues and promoters to sports teams and touring artists.

THE JOB

As a Senior Product Manager on TM1’s Experience team, you will lead the vision, strategy and delivery of TM1’s end-to-end user journey, information architecture and shared components/services libraries. In this high visibility leadership role, you will research and synthesize customer use-cases and business objectives into an inspiring vision, actionable product roadmap that builds on our platform product vision, rallies the support of Ticketmaster’s senior leadership team, inspires the creativity of your designers, developers and other product managers, enjoy running bear hugs from clients at thousands of iconic live events around the world. 

WHAT YOU WILL BE DOING

• Lead, socialize and evangelize the product strategy and roadmap for Ticketmaster’s TM1 Experience product space to senior leadership, stakeholders, and collaborators. 

• Perform business analysis, competitive research and client interviews to understand the needs, concerns, needs and aspirations of Ticketmaster’s enterprise clients globally  

• Work with senior architects, developers and designers, propose and drive implementation of TM1’s end-to-end experience, frameworks, services and components that drive measurable and sustained business value for Ticketmaster and our enterprise clients 

• Understand and discuss concepts, and propose new product ideas with non-technical and technical employees

• Establish OKRs for your product portfolio; continuously analyzing and reporting on the performance of features in production, reflecting on successes and identifying areas for continuous improvement 

• Distill business requirements into clear, actionable and well-prioritized user stories, wireframes, diagrams, data models, functional prototypes and any other development artifacts that guide your development team from whiteboard to web 

• Develop to and lead go-to-market plans and activities for your products/features 

• Document new processes and configuration capabilities, liaising with our 
  training teams to create assets to support feature rollout and new user 
  onboarding. 

• Triage incoming issues and feature requests. Monitor and contribute to the swift resolution of major incidents involving your products/features. 

• Perform User Acceptance tests prior to release to ensure that customer and business needs are being satisfied throughout the product lifecycle 

• Be the internal and external champion and subject matter expert for your products and their associated features, communicating your team’s status and roadmap to stakeholders and customers 

Our job descriptions evolve with our business needs and priorities. In addition to the description above, your role may include additional projects and team support as needed.

WHAT YOU NEED TO KNOW

• 5+ years product management experience leading the strategy and implementation of new software applications, platforms and/or web services, ideally in a technical product management capacity. B2B2C experience is an advantage. 

• Experience developing or integrating with B2B, eCommerce or enterprise tooling platforms or services, and customer service or support applications. 

• Experience in platform product management, including Information Architecture, component libraries and navigation patterns, improving user experiences and advocating for change 

• Demonstrable knowledge of enterprise-grade software development architectures, frameworks, languages, protocols, methodologies, and tools. No prior coding experience is required but proven ability to develop rapid prototypes and understand/discuss architectural tradeoffs with highly technical teammates is highly desired 

• Excellent presentation, interpersonal and written communication skills in English.  

• Experience in working cross-functionally, globally with multiple stakeholders

• Hands on experience juggling multiple product workstreams in a fast-paced environment and prioritizing your to-do list as well as your design and developer partners

• Mastery of agile software development practices, paired with an interest or proven ability to apply them in a matrixed organization packed with world class engineers 

• Prior experience working with geographically distributed teams is highly desired 

• Willingness to travel to remote office locations on a semi-regular basis to engage teams face-to-face

YOU

• Excellent verbal and written communication skills along with interpersonal and influencing skills (at all levels internally, externally and cross-functionally

• Ability to earn trust and develop relationships and partnerships with internal and external team members

• Are self-driven, proactive and dedicated; able to operate autonomously and efficiently in an entrepreneurial setting 

• Have exceptional quantitative data analysis, critical thinking skills and an ability to spot trends and derive actionable conclusions from sparse datasets 

• Are a lifetime learner who thinks holistically and connects dots across domains 

• Expertise in a broad range of business problems and their various system solutions. B2B, SaaS or Enterprise design experience is a plus. 

• Detail oriented with strong time management and organizational skills

• Strong problem solving and critical thinking skills

• Ability to manage competing priorities with little supervisory input

• Flexible and responsive to changing situations

• Self-motivated and focused on achieving 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 EMPLOYMENT OPPORTUNITY

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.

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, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. 

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process.  Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.

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The expected compensation for this position is:

** Pay is based on a number of factors including market location, qualifications, skills, and experience.