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 The 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.
The International Client Support & Operations team 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 continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction.
THE JOB As Product Operations Specialist , part of the Product Operations team in Spain, you will cover a medical leave with a duration of no less than 6 months and options to remain 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 different Regions and Markets to ensure product knowledge is built consistently 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 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 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, PowerPoint, 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) 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 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.
EQUAL OPPORTUNITIES 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.
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.
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