Product Operations Specialist - Spanish SpeakingLive Nation Entertainment – Barcelona, BarcelonaJOB 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.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 a 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 and will consult with end users to define solutions to extraordinary client needs and issues. The Product Operations Specialist will also be 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 DOINGPRODUCT ADOPTIONCommunicate 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 CONSULTANCYDevelop master knowledge on new and existing Ticketmaster ticketing products.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 SUPPORTTrack 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.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)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 VALUESWe 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.We have a 'Fan First' mindset, placing customers at the heart of everything we do.
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