JOB DESCRIPTION - PRODUCT OPERATIONS SPECIALISTLocation: BarcelonaDivision: Ticketmaster InternationalLine Manager: Senior Manager Support & Operations SpainContract Terms: Temporary (Minimum 6 months, with option to be converted to permanent)THE TEAMThe 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 JOBAs 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 DOINGPRODUCT ADOPTIONCommunicate product updates, new features, and functionalityLead or support the process to implement new products and features within the marketTest products and features end-to-end to understand how these behave with the wider product ecosystemCommunicate and clarify product updates, known issues, and help identify prospects for beta groups and early adopter groupsOwn roll-out metrics and adoption KPIs and identify blockers or constraints towards scaling up product adoptionPRODUCT CONSULTANCYDevelop master knowledge on new and existing Ticketmaster ticketing productsIn conjunction with the Client Support Specialists, evaluate business processes and assist clients to develop strong best practicesBring technical knowledge and first line support to the Spanish Client & Event Support teamsCollaborate with the wider Product Operations Consultant community in raising product enhancement requests and defining detailed requirementsPRODUCT SUPPORTTrack market's client issues and support via company tracking system Salesforce and provide first/second tier issue fixes when possibleBridge issue resolution between Product Support central team and Spanish Client & Event Support teamsAct as the first line of support for specific clients when warranted due to business needsCoordinate and act as Business Consultant with Product software installation and upgradesTroubleshoot system, connectivity, software and hardware issues and escalate in a timely mannerWHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)Demonstrated success in providing product consultancy and support servicesStrong written and verbal communications skills in English and SpanishStrong Microsoft Word, PowerPoint, and Excel skillsExperience with building and maintaining strong relationships with stakeholdersExperience in ticketing, live events, promoting, e-business, media or entertainment industries preferredInnovative and flexible approach - thrive to find solutions outside the boxNot accepting the status quo, working with a sense of urgency to deliver resultsYOU (BEHAVIOURAL REQUIREMENTS)Carefully weighs the impact of a broad range of related issues or factorsAsks appropriate questions to ensure understanding, to generate new ideas and innovative solutionsOrganizes time effectively and plans for future needs, maximizing the use of available resourcesHighly motivated team player who contributes to an atmosphere in which people work together enthusiastically and effectivelyDemonstrates ethical behaviorsTICKETMASTER VALUESRock 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 OPPORTUNITIESWe 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.CULTUREWe'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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