Sports Product Operations Specialist

Job Description

JOB DESCRIPTION – JOB TITLE Sports Product Operations Specialist, Spain

Location: Barcelona or Madrid, Spain.

Division: Ticketmaster International.

Line Manager: Senior Manager Support & Operations, Spain.

Contract Terms: Permanent 40 hours per week.

THE TEAM

Global 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 to achieve the highest levels of employee, fan & client satisfaction.

EMEA 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 in 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
of
our ticketing products is also key to improving our service proposition and solving
our clients' and local Markets' needs and challenges day-to-day.

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 p latform 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 DOING

PRODUCT ADOPTION
• Facilitate the implementation of Sport XR and Universe platform s in Spain
• Learn from Beta implementation (and from
ongoing implementations of existing Ticketmaster platforms in the market) to define an efficient process of rolling out the Sports XR and Universe platform s to greater scale
• Communicate product updates, new features, and functionality
• Lead 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 setup
• Work 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 workarounds
• Work with Education in defining training needs to facilitate product adoption and roll- out
• 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 ticketing products that form part of the Sport XR product suite and Universe in case needed
• Understand client organization's long-term business goals and recommend appropriate system and product solutions
• 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 Regional Client Support teams
• Assist Client Development with RFP responses as it relates to all Ticketmaster products
• Collaborate with the wider Product Operations Consultant community in raising product enhancement requests and defining detailed requirements for these

PRODUCT SUPPORT
• Track 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 local Client Support team
• Act as the first line of support for specific clients when warranted due to business needs
• Facilitate product advancement through communication of client feedback to Product and Engineering teams
• 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 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 projects
• Demonstrated leadership ability , and e xperience with building and maintaining strong relationships with stakeholders
• Innovative and flexible approach – thrive to find solutions outside the box , n ot 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 bonus
• Familiarity with product management principles, frameworks and methodologies is desirable .

YOU (BEHAVIOURAL SKILLS)

The following attributes de

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Jobcode: Reference SBJ-d9y5m9-3-14-135-125-42 in your application.