Job Information
House of Blues Sports Product Operations Specialist - Spanish speaking in ES Barcelona - C/ Pallars, United States
Job Summary:
JOB DESCRIPTION – Sports Product Operations Specialist, Spain
Location: Barcelona or Madrid, Spain.
Division: Ticketmaster International.
Line Manager: Senior Manager Support & Operations, Spain.
Contract Terms: Permanent 40 hours per week.
THE TEAM
Global 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 to achieve the highest levels of employee, fan & client satisfaction.
EMEA 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 in 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 of our ticketing products is also key to improving our service proposition and solving our clients’ and local Markets’ needs and challenges day-to-day.
THE JOB
In this role as Sports Product Operations Specialist , part of the Support & Operations team in Spain , 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.
As a complement of the Sport XR, you will have to roll-out Universe p latform A self-service event ticketing solution that Ticketmaster offers around the world. You will have to cover requirements for Spanish clients with Universe. Promoters who organise single events such as exhibitions, trade shows and small concerts .
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 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 Specialist 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.
The Product Operations Specialist 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 implementation of Sport XR and Universe platform s in Spain
Learn from Beta implementation (and from ongoing implementations of existing Ticketmaster platforms in the market) to define an efficient process of rolling out the Sports XR and Universe platform s to greater scale
Communicate product updates, new features, and functionality
Lead the process to implement new products and features .
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 product advanced configurations and translations so that these are embedded in the Regions’ system setup
Work with Client Support leads in adapting existing or adopting new business processes required to operate the new products and features, reducing the need for unsustainable workarounds
Work with Education in defining training needs to facilitate product adoption and roll- out
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 ticketing products that form part of the Sport XR product suite and Universe in case needed
Understand client organization’s long-term business goals and recommend appropriate system and product solutions
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 Regional Client Support teams
Assist Client Development with RFP responses as it relates to all Ticketmaster products
Collaborate with the wider Product Operations Consultant community in raising product enhancement requests and defining detailed requirements for these
PRODUCT SUPPORT
Track 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 local Client Support team
Act as the first line of support for specific clients when warranted due to business needs
Facilitate product advancement through communication of client feedback to Product and Engineering teams
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 SKILLS)
Demonstrated success in providing product consultancy and support services , preferably for Sports Clients.
Experience leading and growing successful operations and cross-functional teams , preferably in an international or global organization.
You've successfully managed complex projects and programs from inception to completion, demonstrating your ability to mitigate risk and deliver results .
Strong written and verbal communications , negotiation and interpersonal skills in English and Spanish , considering that much of our communication is done asynchronously.
Analytical mindset with proficiency in data analysis, reporting tools (e.g. Excel) and presentations ( PowerPoint skills ) .
Relevant experience in project management tools (e.g. Jira or Asana) and collaboration platforms (e.g. Slack or Confluence) for planning, tracking, and collaborating on projects
Demonstrated leadership ability , and e xperience with building and maintaining strong relationships with stakeholders
Innovative and flexible approach – thrive to find solutions outside the box , n ot accepting the status quo, and working with a sense of urgency to deliver results.
Experience in ticketing, live events, promoting, e-business, media or entertainment industries preferred.
Knowledge of ticketing platforms and products within the Sports Segment is a bonus
Familiarity with product management principles, frameworks and methodologies is desirable .
YOU (BEHAVIOURAL SKILLS)
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.
Demonstrated ability to work independently, take ownership of tasks, and meet deadlines consistently .
Highly motivated team player who contributes to an atmosphere in which people work together enthusiastically and effectively, and produce outstanding results
Clearly 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.
Continuous learning mindset, keeping up with industry trends and best practices in product operations and management .
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.
LIFE AT TICKETMASTER
We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.
We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about 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.
Our work is guided by our values:
Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.
Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team
Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent
Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive
EQUAL OPPORTUNITIES
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. We will do all that we can to help you successfully balance your work and homelife. 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.
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