Job Summary:JOB DESCRIPTION – PRODUCT OPERATIONS CONSULTANT SPORT XRLocation: HelsinkiDivision: Ticketmaster InternationalLine Manager: Regional Director OperationsContract Terms: PermanentTHE TEAMGlobal 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.International Client Support & Operations team, a vertical of this organization, 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 are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients’ needs.We continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge on our ticketing products is also key in improving our service proposition and solving for our clients’ and local Markets’ needs and challenges day-to-day.THE JOB In this role as Product Operations Consultant Sport XR, part of the Product Operations team in the North Region, you will be responsible for owning the iterative roll-out of new Sport XR platform products and features delivered by Ticketmaster Sport Product and Engineering teams, ensuring the Ticketing Product Portfolio can be operated at scale without major friction.You will become the knowledge expert over the Sports segment 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 Consultant 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 Consultants across the different Regions and Markets, facilitated by the Director of Product Operations International, so that product knowledge is built consistently across the board and product roll-out and support processes benefit from our International scale and synergies.The Product Operations Consultant will continuously engage with Product Management and Product Support teams to understand Product Roadmaps and be able to anticipate roll-out and support efforts at Regional and Market level.WHAT YOU WILL BE DOING PRODUCT ADOPTION§ Facilitate the roll out of the Sport XR ticketing platform in Finland, Sweden and Norway§ Learn from ongoing and existing client implementation to improve product and processes so it can be rolled out in scale. § Communicate product updates, new features, and functionality § Lead implementation of new features and new products§ Test products and features end-to-end § Communicate and clarify product updates and known § Own product advanced configurations and translations § Work with Client Support and Event Support leads in adapting existing or adopting new business processes. § Work with Education in defining training needs§ Own roll-out metrics and adoptionPRODUCT CONSULTANCY § Develop master knowledge on new and existing ticketing products§ Understand client organization’s business goals§ In conjunction with the Client Support Specialists evaluate business processes and assist clients to develop strong best practices§ Bring technical knowledge and second line support. § Assist Client Development with RFPs § Collaborate with the wider Product Operations PRODUCT SUPPORT§ Track client issues § Bridge issue resolution between Product Support central team and Regional Client & Event Support teams§ Bridge client feedback to Product and Engineering teams§ Troubleshoot system, connectivity, software and hardware issues and escalate in a timely manner WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)You will be required to demonstrate a high-level of business acumen together with a strong level of sector knowledge, relating to the international ticketing and sports business.Demonstrated success in providing product consultancy and support services in a Market for Sports Clients.Formal project management skills or extensive experience working in projectsMaster knowledge of ticketing platforms and products within the Sports SegmentExperience providing excellent leadership in leading and growing successful operations and cross-functional teams in an international or global organization.Strong written and verbal communications skills in English, Finnish and Swedish (Norwegian is a bonus)Strong Microsoft Word, Powerpoint and Excel skillsExperience with building and maintaining strong relationships with stakeholders.Experience in ticketing, live events, promoting, e-business, media or entertainment industries preferred.Demonstrated leadership ability.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) The following attributes determine how the role will be carried out and are required to be a success:Carefully weighs the impact of a broad range of related issues or factors.Makes high quality decisions in a timely manner, considering both the immediate and long-term consequences of decisions.Asks appropriate questions to ensure understanding, to generate new ideas and innovative solutions.Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.Organises time effectively and plans for future needs, maximising the use of available resources.Highly motivated team player who contributes to an atmosphere in which people work together enthusiastically and effectively, and produce outstanding resultsClearly conveys goals and expectations to others; steps forward to confront difficult issues.Paves the way for change, diminishes fear and persuades others to let go of resistance.Cultivate successful interdepartmental relationships ensuring growth of areas.Demonstrates ethical behaviours.Relationship Management & Collaboration- building and fostering strong trust-based relationships with clients and internal partners across the organisation. A skilful and collaborative team player with the ability to network effectively up, down and across the business. Intuitive and empathetic.TICKETMASTER 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 rightWinning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of othersAct 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; I represent information and data accurately and completelyEQUAL 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. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.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 favourite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. And we think that’s amazing. If you’re passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.We have a ‘Fan First’ mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the ‘Fan’ you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.#TMjobs #Hybrid #LI-AH1
View Original Job Posting