Product Manager – TM1 Experience

Job Summary:

THE TEAM

Ticketmaster’s enterprise Experience & Identity organization is committed to delivering a first-class experience for users of Ticketmaster’s suite of enterprise web applications and the teams that build and support the features built within. The team sits in the heart of the broader TM1 organization, designs and delivers at scale a collection of shared components, services, and user experience design and best practices. We ensure that Ticketmaster’s powerful tools are comprehensive, logical, insightful, and provide a holistic experience to empower a large variety of clients from venues and promoters to sports teams and touring artists.

THE JOB

As a Product Manager on TM1’s Experience team, you will lead the strategy and delivery of TM1’s end-to-end user journey and shared components/services libraries. In this high visibility role, you will research and synthesize customer use-cases and business objectives into an inspiring vision, actionable product roadmap that builds on our platform product vision, rallies the support of Ticketmaster’s senior leadership team, inspires the creativity of your designers, developers and other product managers, enjoy running bear hugs from clients at thousands of iconic live events around the world. 

WHAT YOU WILL BE DOING

• Lead, socialize and evangelize the product strategy and roadmap for Ticketmaster’s TM1 Experience product space to leaders, stakeholders, and collaborators. 

• Perform business analysis, competitive research and client interviews to understand the needs, concerns, needs and aspirations of Ticketmaster’s enterprise clients globally  

• Work with developers and designers, propose and drive implementation of the experience, frameworks, services and components that drive measurable and sustained business value for Ticketmaster and our enterprise clients 

• Understand and discuss concepts, and propose new product ideas with non-technical and technical employees

• Establish OKRs for your product portfolio; continuously analyzing and reporting on the performance of features in production, reflecting on successes and identifying areas for continuous improvement 

• Distill business requirements into clear, actionable and well-prioritized user stories, wireframes, diagrams, data models, functional prototypes and any other development artifacts that guide your development team from whiteboard to web 

• Develop to and lead go-to-market plans and activities for your products/features 

• Document new processes and configuration capabilities, liaising with our 
  training teams to create assets to support feature rollout and new user 
  onboarding. 

• Triage incoming issues and feature requests. Monitor and contribute to the swift resolution of major incidents involving your products/features. 

• Perform User Acceptance tests prior to release to ensure that customer and business needs are being satisfied throughout the product lifecycle 

• Be the internal and external champion and subject matter expert for your products and their associated features, communicating your team’s status and roadmap to stakeholders and customers 

Our job descriptions evolve with our business needs and priorities. In addition to the description above, your role may include additional projects and team support as needed.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• 3+ years product management experience, ideally in a technical product management capacity. B2B2C experience is an advantage. 

• Experience developing or integrating with B2B, eCommerce or enterprise tooling platforms or services, and customer service or support applications. 

• Demonstrable knowledge of enterprise-grade software development architectures, frameworks, languages, protocols, methodologies, and tools. No prior coding experience is required but proven ability to develop rapid prototypes and understand/discuss architectural tradeoffs with highly technical teammates is highly desired 

• Excellent presentation, interpersonal and written communication skills in English.  

• Experience in working cross-functionally, globally with multiple stakeholders

• Hands on experience juggling multiple product workstreams in a fast-paced environment and prioritizing your to-do list as well as your design and developer partners

• Mastery of agile software development practices, paired with an interest or proven ability to apply them in a matrixed organization packed with world class engineers 

• Willingness to travel to remote office locations on a semi-regular basis to engage teams face-to-face

YOU (BEHAVIOURAL SKILLS)  

• Excellent verbal and written communication skills along with interpersonal and influencing skills (at all levels internally, externally and cross-functionally

• Ability to earn trust and develop relationships and partnerships with internal and external team members

• Are self-driven, proactive and dedicated; able to operate autonomously and efficiently in an entrepreneurial setting 

• Have exceptional quantitative data analysis, critical thinking skills and an ability to spot trends and derive actionable conclusions from sparse datasets 

• Are a learner who thinks holistically and connects dots across domains 

• Expertise in a broad range of business problems and their various system solutions. B2B, SaaS or Enterprise design experience is a plus. 

• Detail oriented with strong time management and organizational skills

• Strong problem solving and critical thinking skills

• Ability to manage competing priorities with little supervisory input

• Flexible and responsive to changing situations

• Self-motivated and focused on achieving results

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The expected compensation for this position is:

** Pay is based on a number of factors including market location, qualifications, skills, and experience.