Operations Project Manager

Job Summary:

Operations Project Manager – Marketplace Support

Location: Europe / MFX

Division: Marketplace Support

Contract Terms: Full Time Permanent

THE TEAM

Marketplace Support is positioned at the intersection of Product, Technology, and the Fan. Our team’s purpose is to provide the best possible fan experience by aligning the efforts made by Marketplace and Enterprise teams to the needs of our Artist and Venue clients that delivers the premium fan experience.

THE JOB

For highly skilled Operational Leads, Client Support, and Event Specialists looking for a challenging role and growth in the organization, the Operations Project Specialist is an exciting position that sits on the cutting edge of support for Ticketmaster’s growth initiatives.

Essentially, the Operations Project Manager oversees and manages requirements, timelines, spec creation, review and distribution, QA, operational fulfilment, and settlement requirements for assigned national and/or global tour projects initiated through TM Music, segment and regional leadership, or Marketplace teams. 

Requirements gathering from key contacts within the TM Music and regional teams to properly set EP configuration and timeline expectations based on project complexity and client requirements. 

Spec creation, review and distribution includes providing involved TM local market operational teams with critical EP configuration information in a timely manner and provide a means to clarify and/or facilitate required settings through email, conference calls, or meetings prior to onsale.

WHAT YOU WILL BE DOING

Primarily responsible for all aspects of tour operational execution, liaising between the TM Music team and regional leadership, Marketplace, and other internal clients & stakeholders: including scope of definition, work breakdown, status reporting, scheduling and timelines, quality, and resource commitments for project(s).

• Responsible for leading and maintaining the day-to-day flow of information on tasks in production for each phase of a tour.
• Co-ordinate the internal distribution of information received from TM Music clients or from the International Artist & Promoter Relations team, as related to particular tour specifications to ensure consistency and accuracy of event builds to match client requirements at tour level, including where the tour spans multiple platforms (i.e. Host, TicketWeb, Universe).
• Act as a single source of event/onsale information for tours which are being co-ordinated by the OPM function, and to manage the circulation of this info to all relevant teams.
• Work with your colleagues and leadership in the Marketplace Support team to develop a best practice for devising and distributing tour level specifications to answer the requirements defined to you for each managed tour (for example Primary Act usage, Tour Naming, Ticket limits, Presale configurations including naming and password details, listing of any tour level T&Cs, delivery methods, activation of fan-to-fan exchange, seat map configuration, etc).
• Ensure regular contact with colleagues in the EMEA Microflex Support & Ops team to ensure the development of Tour specifications and their implementation for global / international tours is aligned.
• Communicate between all key stakeholders of status of projects and continually assess the working timeline for potential issues and advise.
• Liaise with local Field Operation teams to ensure full pre-onsale QA testing and checks on events as well as all offering requests have been submitted in a timely manner.
• Help define support for TM local markets, channel support groups, and other internal TM departments related to general Event Management questions, support and diagnostics for standard events and advanced products.
• Partner with Regional Operations leads to facilitate new product integration & Best Practices into daily Event Management workflow.
• Ongoing project support through the life of the event.
• Prepare reports by collecting, analysing, and summarizing information.
• Maintains process / metrics / reporting systems by researching and resolving problems, maintaining system integrity and security.
• Event Configuration knowledge extends to host & online DB, including all current event editing and tour management applications including, but not limited to, EPro, TM One and Ticketmaster Internal Tools.

Duties to include:

• Global Onsales Tool (GOT): Input tour information into GOT.
  • Tours should already be entered into GOT from the TMM team (via Airtable) and CAMS will enter their individual events. OPM to associate events to said tour.
• Platforms: Determine if venues are TM or non-TM venues (TW venues may also be part of a tour)
• Password Server:
  • For larger tours (Global) like Taylor S / Olivia R / Pearl Jam requests for passwords to MPS will sit with the A&PR teams but for more local tours this will be an OPM task.
• Upsells:
  • This is to stay with the current process for now – changes tbc. QA testing still TBC.
• Communicate Spec Details
• QA of spec info: NOT to be confused with QA Testing
  • Checking events for PACT and override if applicable
  • Checking that the ticket type (s) / mask (s) have been built on the event(s)
  • Checking that the correct PWS has been added to the event(s)
  • Checking offering requested on tour offers.
  • Checking correct DIDs are attached to offers.
  • Scheduling
• Announcement:
  • Check with relevant teams if events will be built for ann. If not, then communicate with the marketing team so they can add event/tour info to the EADP. Also, if all events are not going to be built ensure the ones that are built on the HOST are not released to the site and arrange for a time when all events are built to get these events populated onto the EADP at the same time.
  • Checking events for PACT and override if applicable
  • Checking release date / time for announcement.
• QA pre onsale:
  • Ensuring QA Testing has been completed by the CAMS.
  • Checking to ensure DIDs are correct and match the links on the landing page.
  • Ensuring all links are correct on the landing page.
• QA at onsale:
  • Test to ensure offers are transacting and look out for any inconsistencies through the process or potential issues not necessarily related to transaction, for example misspelling, misinformation etc.
• Presale / Onsale Links:
  • Internal distribution via OPM (anything external to clients sits with TMM).
• Resale suppression:
  • Unless a hard no from the tour that is communicated out in the spec then this will sit with relevant CAMS / Client / Business Development

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)

• Must have minimum of 2 years Event Programming/ Client Services experience.
• Experience with of Event Programming toolset: Ticketmaster MFX systems applications related to Event Programming, & Ticketmaster Internal Tools.
• Must be experienced in Microsoft Word, Excel, Outlook, and other applications.
• Basic HTML preferred.
• Functional knowledge of TM Channels: ticketmaster.xx, livenation.xx, TM One; TM One Events, TM One Reporting.

YOU (BEHAVIOURAL SKILLS/COMPETENCIES)

• Demonstrated ability to think outside the box and generate creative solutions.
• Must be able to have topic related discussions with each of the groups you work with, understanding the results of those conversations.
• Excellent verbal and written communication skills with exceptional attention to details
• Flexibility that allows effective teamwork with people at all levels of the organization
• Ability to negotiate for competing resources and to generate consensus among multiple priorities.
• Can work independently while working collaboratively and flexible to work outside of normal business hours as required due to operation requirements.

• Desire to work in a fast-paced, multi-tasking, fluid environment with ever-changing priorities.
• Demonstrated desire to identify and pursue alternatives to meet goals.
• Must be resourceful and able to negotiate your needs from the company.

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.

#LI-REMOTE #LI-RL