Job Summary:
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) provided 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
In this role as Product Operations Specialist , 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 consistent product knowledge and benefit from 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 their behavior with the wider product ecosystem.
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.
Evaluate business processes and assist clients in developing strong best practices.
Bring technical knowledge and first line support to the Spanish Client & Event Support teams.
PRODUCT SUPPORT
Track market's client issues and support via company tracking system Salesforce.
Act as the first line of support for specific clients when warranted due to business needs.
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 communication 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.
YOU (BEHAVIOURAL REQUIREMENTS)
Carefully weigh the impact of a broad range of related issues or factors.
Organize time effectively and plan for future needs, maximizing the use of available resources.
Demonstrate ethical behaviors.
TICKETMASTER VALUES
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.
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