Senior Product Manager – Fan Support

JOB DESCRIPTION – Senior Product Manager – Fan Support 

Location: Virginia, Pennsylvania, Tennessee, Arizona

Division: Ticketmaster NA

Contract Terms: Full Time

THE TEAM 

The Sales and Service Product team at Ticketmaster operates at the intersection of product, technology, and global fan and client operations. Our mission is to ensure that the thousands of Client, Box Office, and Fan Support agents who help fans every day have the tools, data, and capabilities they need to resolve contacts quickly, accurately, and with confidence. We build and evolve TM1 Orders — the modern agent tooling platform — and drive the consolidation of a complex, fragmented toolset into experiences that meaningfully improve agent performance and ultimately the fan experience. 

THE JOB 

As a Senior Product Manager on our Fan Support team, you’ll be responsible for shaping and delivering the product experiences that empower Fan Support agents to do their best work. You will work alongside the Director of Product to lead the development and delivery of our modern agent tooling applications — including TM1 Orders and the vision for a Unified Agent Workspace — while serving as a dedicated product advocate for Fan Support’s needs across the broader Ticketmaster product organization. 

Your key focus will be reducing agent tooling complexity, closing critical data access gaps, and driving high-impact program rollouts that directly affect how agents handle the full spectrum of fan contacts, from order management to payment resolution. 

Ticketmaster has a commanding global presence, and Fan Support agents are on the front line of delivering on our Fan First promise. Fan Support agents may navigate up to 28 different tools in a single shift. Your job is to change that. By building a product strategy grounded in agent realities and operational data, you will drive measurable improvements in Average Handle Time, contact containment, and agent experience — ultimately translating into a better outcome for the millions of fans Ticketmaster serves every year. 

From a commercial perspective, improvements in agent tooling directly reduce operational cost, increase contact containment, and protect Ticketmaster’s reputation at the moments that matter most — when a fan needs help. 

WHAT YOU WILL BE DOING

• Lead the solution and delivery of large projects and complex product capabilities for the Fan Support agent toolset, including TM1 Orders rollout and tooling consolidation. 

• Serve as a dedicated product advocate for Fan Support — ensuring agent needs are represented early in product planning, that go-to-market readiness is a launch gate, and that Fan Support KPIs are built into how product success is defined. 

• Drive the phased rollout of TM1 Orders to Fan Support agents globally, including managing the dual-enablement period, coordinating training, and actively closing gaps as legacy tools are retired. 

• Own the roadmap for agent data access; mapping the highest-impact informational gaps, partnering with engineering and third-party system owners to expose the right data, and building the business case for prioritization. 

• Responsible for the definition of success, its measurement and optimization; including operational metrics such as Average Handle Time, contact volume, first contact resolution, and agent tooling adoption. 

• Drive progress throughout the entire product life cycle to achieve desired outcomes and meet objectives. 

• Formulate clear and coherent business cases, competitive analysis, epics and user stories, user documentation and other important artefacts to ensure success. 

• Develop and foster strong relationships and ensure collaboration with Product and Technology colleagues, as well as Fan Support operational stakeholders across Contact Center Technology, Service Improvement, Change Management, and Operations. 

• Serve as the DRI (Directly Responsible Individual) for Fan Support as a whole, owning outcomes, driving alignment, and advocating for Fan Support needs across the organization. 

• Coach and mentor less experienced members of the team. 

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• 5+ years of product management experience, preferably building B2B platforms or enterprise tooling for high-volume operational teams such as contact centers or support organizations. 

• Demonstrable experience of delivering products that touch the full technology stack, including integrations with third-party systems and APIs. 

• Demonstrable experience of leading the delivery of products, using agile product management techniques, artefacts and ceremonies. 

• Demonstrable communication and stakeholder management skills, including dealing with remote colleagues spread across time zones and working closely with frontline operational teams. 

• Demonstrable experience collaborating with stakeholders across all areas and levels, including contact center operations, change management, training, and technology teams to ensure the product meets expectations. 

• Proven product research and discovery skills including agent user research, contact volume analysis, usage reporting, data modelling, and testing. 

• Experience with contact center or customer support tooling — including order management platforms, CRM tools, or agent-facing SaaS applications. 

• Demonstrable experience using analytics platforms (e.g. Domo, Databricks, or equivalent) to measure product impact on operational KPIs such as Average Handle Time, contact volume, and first contact resolution. 

• Deep empathy for both fans and the agents who support them — able to advocate equally for the end-user experience and the people on the front line delivering it. 

• Desirable: practical experience working with internal and public-facing web services/APIs, and advocating for API availability and data access improvements. 

• Desirable: experience delivering go-to-market readiness programs, including agent training materials, go/no-go gate management, and coordinated rollout at scale across multiple markets. 

• Comfort and demonstrated experience using AI productivity tools such as Claude, Claude Code, ChatGPT, or equivalent to work more efficiently and effectively; including for drafting documents, accelerating research and analysis, generating user stories or requirements, and automating repetitive tasks. 

YOU (BEHAVIOURAL SKILLS)

• Exemplary interpersonal skills. 

• Excellent presentation, written and oral skills. 

• Ability to take initiative whilst working collaboratively – a true team player with ‘can do’ attitude. 

• Strong attention to detail and highly analytical mind-set. 

• Comfortable dealing with ambiguity and aptitude to propose solutions. 

• Natural curiosity about how things work and confidence with technical details. 

• Results and delivery focused with an eye for quality and reusability. 

• Ability to adjust priorities and approaches. 

• Ability to work in a fast-paced environment with tight deadlines. 

• Drive to be a subject matter expert and ambition to grow in the role. 

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, 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 mission at Ticketmaster is to connect people around the world to the live events they love. Ticketmaster is the world’s largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centers and theaters, Ticketmaster processes 550 million tickets per year across 35+ different countries.

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 - Fans and clients count on us to power their live event experiences and we rely on each other to make it happen.

Teamwork – While we celebrate individual achievements, we know have more success as 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. Ticketmaster may use artificial intelligence (AI) tools to support application screening and assessment. All hiring decisions are made with human review.