Senior Director, Product Operations

Job Summary

SENIOR DIRECTOR, PRODUCT OPERATIONS

Division: Ticketmaster

Line Manager: Senior Vice President, Product

Contract Terms: Permanent, 40 hours per week

THE TEAM

The Global Product team at Ticketmaster is responsible for customer-facing, inclusive of fan and client experiences, 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 JOB

As a Senior Director – Product Operations in the Global Product team, you'll share responsibility for enabling an organization that develops and optimizes products for the largest live event marketplace in the world, driving over $20B USD in annual revenue.

Ticketmaster has a commanding global presence, operating in 32 countries and attracting 1B annual digital visitors globally.

To effectively address the breadth of this global business, you will serve as the strategic product operations partner, creating and refining product processes to get the right organizational outcomes faster.

By being a part of a global portfolio, you will enable and support a high performing product team. You will continuously focus on the people and create a culture characterized by a growth mindset, deep curiosity, collaboration and tenacity in support of insights-driven product development.

CORE FOCUS

This role is to be the most senior Product Operations authority for the product organization and will be accountable for helping evolve how the product works by ensuring proactive engagement across product portfolios and ongoing integration points. S/he will wear many hats, acting as the glue with ongoing communication to drive productivity by proactively identifying and removing barriers.

The ideal candidate will have proven experience in interdepartmental collaboration ensuring the organization is well-managed and driving iterative outcomes. This role will partner with Business Strategy, PMO and Tech Strategy to regularly drive alignment, secure resources, and overcome impediments.

Insights

• Partner with Product Analytics and Support to review and understand our data points and how these can be utilized best to guide the Product organization.
• You will establish and facilitate ongoing product forums inclusive of Quarterly Product and Roadmap reviews. Reporting of performance, investment insight, productivity, and system health.
• Provide value stream mapping to gain further insight and understanding across Product, identifying inefficiencies, risk and/or opportunities to improve.
• Develop analysis into different areas of the department, for the leadership team to gain the knowledge and assurance to enable quality decision making.
• You will ensure consistent visibility across the product organization by coordinating all OKRs, reporting, and traceability between Product organization level OKRs to team level OKRs
• You will regularly monitor Product Organization Employee Survey results with insights and recommendations for improvement
  
  

Resource Planning and Allocation

• Partner with the CPO to understand and review resource planning. Help to guide investments and decisions to align with business and product strategy
• Lead the Product department’s outsourcing strategy and planning to increase productivity, flexibility, and efficiency.
• Partner and maintain a strong relationship with the HR function, ensuring understanding of product challenges, opportunities, initiatives, and strategies.
• Partner with the CPO on key transformation projects across the Product organization, with a focus on efficiency and/or financial improvement.
• Partner with HR to design the talent management framework for Product and oversee performance measurement across the Product division linking individual team performance, productivity, systems and output measurements.
• You will partners with career development to create product and design training and ensuring ongoing updates as job functions evolve
• You will partner closely with Business Strategy, PMO, Tech Strategy and finance to monitor budget, forecasting and resource planning while finding opportunities for budget efficiencies
  
  

Productivity Management

• Oversee and conduct comprehensive analysis of the operations of the Product division, identifying dependencies, inefficiencies, downstream impacts, key workflows & bottlenecks.
• Identifying ways to model productivity, understanding and considering each Product leads operations to gain a consistent insight in a simplified way.
• Conduct regular analysis of operational data to identify trends, opportunities, and areas for improvements, including operational risk with mitigation strategies.
• You will establish and facilitate ongoing product forums inclusive of Quarterly Product and Roadmap reviews
• You will streamline and improve product communication by simplifying and standardizing communication plans, templates and forums aligned with target audience
• You will facilitate talent management sessions in preparation for performance management
• You will drive retrospectives as opportunities arise and supports the product leadership team to ensure organization change management
• You will partner closely with PMO leadership to ensure the Product organization is adopting and leveraging agile best practices as part of the product process
  
  

What You Will Do

• Supporting an organization responsible for the entire product life cycle with evolving the ways of working
• To identify the operating model necessary to realize our short-term strategic goals and to galvanize our global teams to deliver the associated impact
• Aiding with clear and coherent business cases to practically assess optimum investment options
• Removing roadblocks so that Product can focus on delivering the desired impacts without friction
  
  

What We Need You To Bring

• The ability to craft a narrative – breaking down complex problems and challenges, articulating an appropriate story to each of your internal and external stakeholder groups to achieve buy in, trust and ensure the necessary outcomes are achieved
• A listening ear and attention to detail - building strong ties across the global organization to maintain a Product voice and presence. In return able to provide first-hand transparency of outcomes and progress
• Proficiency in organizational design– able to critically assess asks, wants, needs and make recommendations on evolving ways of working to drive empowerment, enablement and results
• Experience in complex facilitation, dependency management and proficiency in Design Thinking, SAFE Agilist, Lean Portfolio Management,
• The capacity to elevate the role of Product within the organization, from a service provider to a strategic partner that continually identifies and drives impact
• Directional leadership – the ability to influence, guide and mentor highly capable product and design individuals to achieve both business goals, personal and professional development
• A finger on the pulse – staying informed and abreast of both the external and internal environment, and more specifically, leveraging quantitative and qualitative data to inform decisions and drive change
• Constantly learning from what’s going on around us and making astute judgements to guide our path forward
  
  

About You

You must have experience with large and complex product portfolios - either in high demand industries and Saas companies that provide technology to organizations with this need. You have experience working globally, enabling product strategies while optimizing processes to drive outcomes. .

• Self-directed. The ability to work both alone or in mission led teams, depending on the complexity and situational aspects of the task. You’re an acknowledged key player in the product organization, requiring minimal supervision.
• Leadership. You are a mentor that offers leadership and guidance for a large team, using metrics and analysis to assess the success of products and projects
• Expertise- You have a deep understanding of the broader purpose and goals of a product, projects and the necessary tools required to help build and improve our products or productivity. 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 product, design and other stakeholders to deliver solutions.
• 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.
• Adaptability- Adapts, adjusts, and thrives in changing and unpredictable environments. Effectively navigates ambiguity and can act without having the total picture
• Cross Collaboration- Works seamlessly with individuals, departments, and teams across TMs matrixed organization – up, down, and sideways, inside and outside the organization. Builds constructive and effective relationships to drive impact and can quickly find common ground and solve problems for the good of all
• Accountability- Openly commits to own tasks and takes responsibility for one’s actions and decisions. Ensures adherence to business objectives and organizational standards. Can be counted on to exceed goals successfully
• Prioritization- Eliminates roadblocks and creates focus. Makes decisions about what to focus on first. Can quickly sense what will help or hinder accomplishing a goal
  
  

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.

The Expected Compensation For This Position Is

$192,000.00 USD - $240,000.00 USD

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