THE JOB
In this role as Product Operations Specialist, part of the Product Operations team in Spain, you will be covering a medical leave, with a duration of no less than 6 months and options to remain as 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 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.
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 for these.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.
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 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.
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