Senior Product Manager – Fan Support

About the role

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.

Responsibilities

• 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.
• Own the outcomes for Fan Support as a whole, driving alignment, and advocating for Fan Support needs across the organization.
• Coach and mentor less experienced members of the team.

Requirements

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.

Qualifications

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.