Job Summary:
Job Summary:
Product Support Manager
Location: Indiana (Remote), Wisconsin (Remote), Ohio (Remote), Iowa (Remote), Kentucky (Remote)
Division: Ticketmaster NA
Line Manager: Director - Product Support
Contract Terms: Full Time - Permanent
THE TEAM
The technical product support team is comprised of multiple departments that represent support for the resale business, supporting sellers and the product suite available to them, as well as internal teams configuring the resale ecosystem. The team engages with the seller community as the first point of contact to solve technical issues and ensure their usage of our products is optimized.
THE JOB
We are looking for a Team Manager who will lead and support a product support team that provides support for our suite of our marketplace products. This team plays a crucial role in ensuring stable and high-performing supply management tools and services. The Team Manager must be available to work any schedule based on business needs (nights, weekends and holiday hours required).
The number one priority for this role is to support the team that will directly report to you. In this role you will be responsible for the coaching, development, performance and engagement of your team. The role expects your team to be your exclusive focus, and you support your team with removing any barriers that prevent them from demonstrating the excellent seller support on every contact.
You will be responsible for using quantitative and qualitative data to identify behavioral opportunities to coach your people and celebrate their success. As a single threaded leader for your people, you will take care of all elements of your associates’ satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on issues arising in your team. You must demonstrate the ability to quickly digest a large amount of data to make the right business decisions and have experience in delivering positive and negative associate performance feedback.
As a leader of broker experience, you are a role model for service. You will be an expert in articulating data trends around issues and identifying and solving for root causes. You must possess the ability to identify and solve complex problems in high-pressure environments and require a firm understanding of how to interact and guide both technical and non-technical stakeholders.
WHAT YOU WILL BE DOING
Understands resale ecosystem and managing cross-functional relationships as the main point of contact
Maintain cross-team communication between Support, Product and Engineering
Provide transparent progress reports against KPI’s on a consistent basis to facilitate coaching opportunities
Drives team participation and actions with focus on engagement, wellbeing and inclusion across the team
Quickly acts on trends and root causes, issues and opportunities
Needs to be extremely organized and capable of articulating overviews, findings, and suggestions for potential learnings or adjustments
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)
2-3 years as a frontline people manager supporting digital products
Proven track record of building, developing, and scaling high-performing support teams in a remote environment
Strong troubleshooting and root cause analysis skills
Experience in high volume technical support
Excellent verbal and written communication across all leadership levels
Domo/Salesforce experience is a plus
YOU (BEHAVIORAL SKILLS/COMPETENCIES)
Proactive ability to think “big picture” and from a strategic perspective, conveying ideas, building relationships and achieving goals in the workplace
Great people management skills and the ability to convey information, ideas or thoughts clearly and effectively whether verbally or in writing
Mindset on teamwork to drive a positive culture and guide others toward a common vision that motivates
Make informed and timely decisions considering input from team members
Directly influence and contribute to processes and initiatives within the organization
Independent mindset characterized by self-reliance, confidence in one’s own judgements, and the ability to think critically and make choices based on personal values rather than external pressures or popular opinions
Resilience to bounce back from setbacks and challenges, using their experiences to learn and grow
Data-driven to make decisions based on the analysis and interpretation of available KPI data to make better strategic decisions
BENEFITS & PERKS
Through our ‘Taking Care of Our Own’ program, we provide benefits across six key pillars:
HEALTH: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)
YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
WEALTH: 401(k) program with company match, stock reimbursement program
FAMILY: New parent programs including caregiver leave and baby bonuses, plus fertility, adoption, foster, or surrogacy support
CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
OTHERS: Volunteer time off, crowdfunding match
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 EMPLOYMENT OPPORTUNITY
We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. 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.
Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.
We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.
We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.
HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.