Product Manager - Customer Domain

PRODUCT MANAGER – CUSTOMER DOMAIN

Division: Ticketmaster 

Line Manager: Senior Manager, Product Management

THE TEAM

Ticketmaster is the global event ticketing leader and one of the world’s top five eCommerce sites, with over 26 million monthly unique visitors. The Global Product team at Ticketmaster is responsible for fan-facing experience across all Ticketmaster properties across the globe. This team is the online and mobile face of the business and the technology behind it - which enables fans to discover and buy the music, sports, arts and theatre tickets they just can’t miss. 

The Customer Domain team is focused on driving data that is well-managed, easy to govern, find, understand, and use with a foundation that can evolve over time. 

THE JOB 

As the Product Manager - Customer Domain, you will lead the vision, strategy, and roadmap in shaping the evolution of Ticketmaster's enterprise data strategy. You’ll partner closely with engineering, design, abuse, and other cross-functional teams to craft innovative solutions. 

CORE FOCUS

Product Strategy & Vision

• Define and drive the product vision for the Customer Identity Graph & Records, ensuring alignment with Ticketmaster’s overall business objectives.

• Conduct market research, analyze industry trends, and benchmark competing solutions to identify new opportunities to drive a cutting-edge data platform portfolio.

Roadmap & Prioritization

• Prioritizing and overseeing the roadmap of new features within the customer record system to enhance data visibility and usability for different stakeholders.

• Manage trade-offs between customer experience, business requirements, and technical feasibility to prioritize product features that have the highest impact.

Cross-Functional Collaboration

• Partner with design to create intuitive interfaces for accessing and managing customer data within the system.

• Collaborating with risk, marketing, operations and other departments to understand data needs.

• Serve as the primary liaison between business stakeholders, internal teams, and third-party partners, communicating product updates and progress.

Product Execution

• Guide cross-functional teams through all phases of the product lifecycle—from discovery and design through development, launch, and iteration.

• Create detailed product requirements, user stories, and acceptance criteria to guide engineering, ensuring a clear understanding of product objectives and metrics.

Measurement & Optimization

• Define and track key performance indicators (KPIs) and identify trends, insights from customer records, informing product improvements and strategic decisions. 

• Gather feedback from stakeholders and continuously refine product strategies, leveraging data insights to drive iterative improvements.

Thought Leadership & Advocacy

• Champion internal best practices for data protection, data quality controls, defining access permissions, and upholding compliance with data privacy regulations. 

• Managing the flow of customer data from various sources into the central customer record system, ensuring accuracy and consistency. 

• Present findings and updates to senior leadership, bridging technical details with strategic business impact.

WHAT WE NEED YOU TO BRING

Technical Skills/Competencies

• 3-5 years of Product Management experience or equivalent, ideally in data management, CRM systems, data protection, or a related domain.

• Demonstrated experience leading cross-functional teams (engineering, data, security) on complex technical products.

• Strong understanding of data technologies and familiarity with compliance regulations (e.g., GDPR, CCPA)

• Experience with data lineage tools and metadata management systems. 

• Knowledge of data ethics and its application in enterprise data management.

Behavioral Skills/Competencies

• Excellent communication skills: Able to present complex technical issues and trade-offs to non-technical audiences and senior leaders.

• Human Centered: Leverage customer insights to influence priorities and roadmap feature development while advocating for and driving alignment between stakeholders to enable world class, omni-channel experiences

• Analytical thinking: Capable of driving data-driven decisions, comfortable generating hypotheses, and verifying them through experimentation.

• Strategic mindset: Balancing short-term deliverables with long-term product vision to maintain an effective and sustainable security posture.

• Collaboration & Influence: Skilled at working cross-functionally and building consensus, ensuring alignment toward common goals.

PREFERRED QUALIFICATIONS / NICE-TO-HAVES

• Strong analytical skills to interpret customer data and identify patterns

• Excellent communication and collaboration skills to work effectively with cross-functional teams

• Experience in a large-scale consumer-facing environment (e-commerce, social media, banking, etc.).

ABOUT YOU

You have experience in building complex consumer-facing products and personalization in high demand industries where companies provide technology to organisations with this need.  You should be deeply familiar with the latest trends for identity, abuse, data architecture, data modeling, database technologies and underlying capabilities.  You have experience working globally and have demonstrated outsized results while balancing a best in class customer experience.

• Self-directed. The ability to work both alone or in a mission led team, depending on the complexity and situational aspects of the task. You’re an acknowledged key player in the design and delivery of products both within and outside the group, requiring minimal supervision.

• Leadership. You are a mentor that offers leadership and guidance for a team, using metrics and analysis to assess the success of products. Your experience helps you design strategy and then translate business strategy into solutions that can be acted upon and implemented. You have a deep understanding of the broader purpose and goals, and exhibit excellent judgement when faced with trade-offs and key decisions. Your impact comes through your track record of successful delivery. As the products evolve, you ensure that it continues to be maintained, with any creeping KTLO (keeping the lights on) work addressed. 

• Innovation involves identifying solutions to accelerate our team's learning of the problem space (proving or disproving the direction of a solution), as well as helping the team build and improve our products or productivity. Innovative Product leaders are both a force behind the creation of sustainable solutions for these ideas, and successful in getting the needed momentum behind them to see them realized. The impact of every one of us comes through keeping Ticketmaster on the leading edge of Ticketing worldwide. You like to learn and try new things. While having both expertise and experience in your personal domain is a given, you’re always interested in trying something new and looking outside the box. You’re not afraid to push on the boundaries when confronted with a difficult problem.

• Adaptability is excellence at working with marketing, design and other stakeholders to deliver solutions through well-scoped milestones that validate customer needs as quickly as possible while designing for the appropriate level of scale, reliability and future maintainability; while proactively identifying the tradeoffs of creating new systems and components, reusing or adapting existing systems, or using open source or partner solutions to optimize the time-to-market for customer value. 

• Good, honest communication, along with solid, professional writing and documentation skills are a must. The desire to share experiences with the team along with the ability and willingness to ask for assistance will be indispensable for success.

• Reliability led from the top means you consider the consistent impact we have over time. Every level is accountable for delivering impact. More senior levels are held more directly accountable for the business impact of their decisions.

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.