Senior Director, Product Operations

Job Summary:

SENIOR DIRECTOR, PRODUCT OPERATIONS

Division: Ticketmaster

Line Manager: Senior Vice President, Product

Contract Terms: Permanent, 40 hours per week

THE TEAM

The Global Product team at Ticketmaster is responsible for customer-facing, inclusive of fan and client experiences, across all Ticketmaster properties across the globe. This team is the online and mobile face of the business and the technology behind it - which enables fans to discover and buy the music, sports, arts and theatre tickets they just can’t miss.

THE JOB

As a Senior Director – Product Operations in the Global Product team, you'll share responsibility for enabling an organization that develops and optimizes products for the largest live event marketplace in the world, driving over $20B USD in annual revenue.

Ticketmaster has a commanding global presence, operating in 32 countries and attracting 1B annual digital visitors globally.

To effectively address the breadth of this global business, you will serve as the strategic product operations partner, creating and refining product processes to get the right organizational outcomes faster.

By being a part of a global portfolio, you will enable and support a high performing product team.  You will continuously focus on the people and create a culture characterized by a growth mindset, deep curiosity, collaboration and tenacity in support of insights-driven product development.

CORE FOCUS

This role is to be the most senior Product Operations authority for the product organization and will be accountable for helping evolve how the product works by ensuring proactive engagement across product portfolios and ongoing integration points. S/he will wear many hats, acting as the glue with ongoing communication to drive productivity by proactively identifying and removing barriers.

The ideal candidate will have proven experience in interdepartmental collaboration ensuring the organization is well-managed and driving iterative outcomes. This role will partner with Business Strategy, PMO and Tech Strategy to regularly drive alignment, secure resources, and overcome impediments.

Insights

• Partner with Product Analytics and Support to review and understand our data points and how these can be utilized best to guide the Product organization.
• You will establish and facilitate ongoing product forums inclusive of Quarterly Product and Roadmap reviews. Reporting of performance, investment insight, productivity, and system health.
• Provide value stream mapping to gain further insight and understanding across Product, identifying inefficiencies, risk and/or opportunities to improve.
• Develop analysis into different areas of the department, for the leadership team to gain the knowledge and assurance to enable quality decision making.

• You will ensure consistent visibility across the product organization by coordinating all OKRs, reporting, and traceability between Product organization level OKRs to team level OKRs
• You will regularly monitor Product Organization Employee Survey results with insights and recommendations for improvement

Resource Planning and Allocation

• Partner with the CPO to understand and review resource planning. Help to guide investments and decisions to align with business and product strategy
• Lead the Product department’s outsourcing strategy and planning to increase productivity, flexibility, and efficiency.
• Partner and maintain a strong relationship with the HR function, ensuring understanding of product challenges, opportunities, initiatives, and strategies.
• Partner with the CPO on key transformation projects across the Product organization, with a focus on efficiency and/or financial improvement.
• Partner with HR to design the talent management framework for Product and oversee performance measurement across the Product division linking individual team performance, productivity, systems and output measurements.

• You will partners with career development to create product and design training and ensuring ongoing updates as job functions evolve
• You will partner closely with Business Strategy, PMO, Tech Strategy and finance to monitor budget, forecasting and resource planning while finding opportunities for budget efficiencies

Productivity Management

• Oversee and conduct comprehensive analysis of the operations of the Product division, identifying dependencies, inefficiencies, downstream impacts, key workflows & bottlenecks.
• Identifying ways to model productivity, understanding and considering each Product leads operations to gain a consistent insight in a simplified way.
• Conduct regular analysis of operational data to identify trends