Product Operations Specialist - Spanish Speaking

Job Description

JOB DESCRIPTION – PRODUCT OPERATIONS SPECIALIST

Location: Barcelona

Division: Ticketmaster International

Line Manager: Senior Manager Support & Operations Spain

Contract Terms: Temporary (Minimum 6 months, with option to be converted to permanent)

THE TEAM

Global Client Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe in order to achieve the highest levels of employee, fan & client satisfaction.

International Client Support & Operations team, a vertical of this organization, oversees the full event life-cycle services (from build to play-off) we provide to our clients (Promoters, Venues, Artists, Clubs, etc.), in markets that operate on the Microflex platform.
Our clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients' needs.

We continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge on our ticketing products is also key in improving our service proposition and solving for our clients' and local Markets' needs and challenges day-to-day.

THE JOB

In this role as Product Operations Specialist, part of the Product Operations team in Spain, you will be covering a medical leave, with a duration of no less than 6 months and options to remain as permanent after that period. You will be responsible for owning the iterative roll-out of new products and features delivered by Ticketmaster's Product and Engineering teams, ensuring the Ticketing Product Portfolio can be operated at scale without major friction.

You will become the knowledge expert over a 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 Specialists 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.

WHAT YOU WILL BE DOING

PRODUCT ADOPTION
• Communicate product updates, new features, and functionality
• Lead or support the process to implement new products and features within the market
• 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 roll-out metrics and adoption KPIs and identify blockers or constraints towards scaling up product adoption

PRODUCT CONSULTANCY
• Develop master knowledge on new and existing Ticketmaster ticketing products.
• In conjunction with the Client Support Specialists evaluate business processes and assist clients to develop strong best practices
• Bring technical knowledge and first line support to the Spanish Client & Event Support teams
• Collaborate with the wider Product Operations Consultant community in raising product enhancement requests and defining detailed requirements for these

PRODUCT SUPPORT
• Track market's client issues and support via company tracking system Salesforce and provide first/second tier issue fixes when possible
• Bridge issue resolution between Product Support central team and Spanish Client & Event Support teams
• Act as the first line of support for specific clients when warranted due to business needs
• Coordinate and act as Business Consultant with Product software installation and upgrades
• Coordinate with install timeline, data extraction, and checklist
• Troubleshoot system, connectivity, software and hardware issues and escalate in a timely manner

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)
• Demonstrated success in providing product consultancy and support services.
• Strong written and verbal communications skills in English and Spanish.
• Strong Microsoft Word, Power Point and Excel skills
• Experience with building and maintaining strong relationships with stakeholders.
• Experience in ticketing, live events, promoting, e-business, media or entertainment industries preferred.
• Innovative and flexible approach – thrive to find solutions outside the box.
• Not accepting the status quo, working with a sense of urgency to deliver results.

YOU (BEHAVIOURAL REQUIREMENTS)

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.
• Asks appropriate questions to ensure understanding, to generate new ideas and innovative solutions.
• Organizes time effectively and plans for future needs, maximizing the use of available resources.
• Highly motivated team player who contributes to an atmosphere in which people work together enthusiastically and effectively, and produce outstanding results
• Demonstrates ethical behaviors.

TICKETMASTER VALUES

Rock 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 right

Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathize and understand where others are coming from; I show recognition and appreciation for the contributions of others

Act 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 completely

CULTURE

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 favorite 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.

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Jobcode: Reference SBJ-d9mnzz-18-119-106-149-42 in your application.