JOB DESCRIPTION – Senior Director, Product Management – Fan Identity
Division: Global Marketplace Product team
Line Manager: SVP Product Management, Marketplace
The Global Marketplace Product team at Ticketmaster is responsible for fan-facing experience 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 Fan Identity team ensures that fans have access to seamless and secure interactions through quality data and intelligence.
As an experienced Senior Director of Product Management for Fan Identity, you'll share responsibility for leading an organisation that develops and optimises products for the largest live event marketplace in the world, driving over $20B USD in annual revenue. While inspiring and leading a team of world class product managers to drive the launch, rollout and development of our modern fan data identity. You will lead the strategy and development of robust identity solutions that enable seamless experiences whilst maximising revenues for Ticketmaster and our clients – all whilst ensuring that Ticketmaster continues to lead as an innovator in the global live entertainment industry and maintaining the highest levels of service for our clients and fans.
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 business partnerfor key lines of business, developing product strategies that drive both the growth of the overall marketplace and are inclusive of the specific needs of each business.
Beyond managing a global portfolio, you will build and mentor a high performing product team. You will continuously focus on the people and create a culture characterised by a growth mindset, deep curiosity, collaboration and tenacity in support of insights-driven product development.
This role is to be the most senior Product Management authority for our Fan Identity product. You will be responsible for leading a high calibre team of Product Management experts in this field, who are building world-leading products, experiences and serve as one of the first interactions with fans. You will be an expert collaborator with Marketing, Abuse Prevention, Authentication, Engineering and Design teams.
Develop and execute a strategic roadmap for fan identity, aligning with Ticketmaster’s business goals and partner needs.
Prioritize the delivery of profile-related features and enhancements that drive fan engagement and improve partner integrations.
Build and maintain scalable APIs and endpoints that allow business partners to leverage fan data efficiently.
Oversee the development and evolution of identity data and services, enabling fans to manage their information easily and securely across all touchpoints.
Ensure the reliability, security, and scalability of fan data endpoints that business partners depend on for interacting with their products.
Lead the development of fan data strategies, ensuring accurate data collection, access, entitlements, management, and usage across platforms.
Collaborate with cross-functional teams to deliver seamless data sharing between internal and external systems.
Lead fan data quality governance, including data consolidation and migration as necessary.
Utilize data to optimize fan insights, delivering personalized experiences and improving engagement.
Collaborate with engineering, legal, data science, operations, and marketing teams to ensure the successful development and launch of identity-related features.
Act as a primary point of contact for key internal stakeholders and external partners, ensuring alignment and smooth collaboration.
Effectively communicate product vision, progress, and outcomes to stakeholders at all levels.
Leading an organization responsible for the entire product life cycle: - shaping the strategies, identifying priorities, crafting roadmaps, defining and prioritising product requirements, delivery and post-launch care.
To identify the missions necessary to realise our short-term strategic goals and to galvanize our global teams to deliver the associated impact
To identify and define the long-term strategic vision and road map for the products and strategic lines of business in your organisation
Formulating clear and coherent business cases to practically assess optimum investment options
Removing roadblocks out of the way so that Product Delivery Teams can focus on delivering the desired impacts without friction
To partner across the organization, guiding prospective and existing clients on the importance of relevant and robust content guiding how we best help our clients achieve their goals.
The ability to craft a narrative – breaking down complex problems and challenges, articulating an appropriate story to each of your internal and external stakeholder groups to achieve buy in, trust and ensure the necessary impact is delivered by your teams
The aptitude to set out a clear vision – understanding the bigger strategic picture and how each of the missions plays a part in achieving our objectives. Able to reduce unnecessary noise to keep your team focussed on continually delivering impact to shift those levers
A listening ear - building strong ties across the global organisation to maintain a Product voice and presence. In return able to provide first-hand transparency of priorities and progress
Proficiency in making the tough calls – able to critically assess asks, wants, needs and make tough calls on what we will do, what we won’t do and in what priority those problems will be tackled
The capacity to elevate the role of Product within the organisation, from a service provider to a strategic partner that continually identifies and drives impact
Directional leadership – the ability to influence, guide and mentor a team of highly capable product individuals to achieve both business goals, personal and professional development
A finger on the pulse – staying informed and abreast of both the identity and data landscapes, and more specifically, on abuse, insights, and personalization. Constantly learning from what’s going on around us and making astute product judgements to guide our path forward
You must have experience specifically in Identity experiences, services and platforms - either in customer data platforms, identity management, or risk-related services. This role requires 8+ years of product management experience in identity management, including identity resolution and fan data enrichment. Proven experience in building, maintaining APIs, data endpoints and data monetization for large-scale platforms. Strong background in mitigating identity risks and knowledge of privacy regulations (e.g., GDPR, CCPA) and data governance best practices.
Self-directed. The ability to work both alone or in mission led teams, depending on the complexity and situational aspects of the task. You’re an acknowledged key player in the design and delivery of products both within and outside the group, requiring minimal supervision.
Leadership. You are a mentor that offers leadership and guidance for a large team, using metrics and analysis to assess the success of projects. Your experience helps you design strategy and then translate business strategy into solutions that can be acted upon and implemented. You have a deep understanding of the broader purpose and goals, and exhibit excellent judgement when faced with trade-offs and key decisions. Your impact comes through your track record of successful delivery. As the products evolve, you ensure that it continues to be maintained, with any creeping KTLO (keeping the lights on) work addressed.
Innovation involves identifying solutions to accelerate our team's learning of the problem space (proving or disproving the direction of a solution), as well as helping the team build and improve our products or productivity. Innovative Product leaders are both a force behind the creation of sustainable solutions for these ideas, and successful in getting the needed momentum behind them to see them realized. The impact of every one of us comes through keeping Ticketmaster on the leading edge of Ticketing worldwide. You like to learn and try new things. While having both expertise and experience in your personal domain is a given, you’re always interested in trying something new and looking outside the box. You’re not afraid to push on the boundaries when confronted with a difficult problem.
Adaptability is excellence at working with marketing, design and other stakeholders to deliver solutions through well-scoped milestones that validate customer needs as quickly as possible while designing for the appropriate level of scale, reliability and future maintainability; while proactively identifying the tradeoffs of creating new systems and components, reusing or adapting existing systems, or using open source or partner solutions to optimize the time-to-market for customer value. At the Senior Director level you have to be able to lead teams to get used to the constant change and adapting to that change.
Good, honest communication, along with solid, professional writing and documentation skills are a must. The desire to share experiences with the team along with the ability and willingness to ask for assistance will be indispensable for success.
Reliability led from the top means you consider the consistent impact we have over time. Every level is accountable for delivering impact. More senior levels are held more directly accountable for the business impact of their decisions.
Through our ‘Taking Care of Our Own’ program, we provide benefits across six key pillars:
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.
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.
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.
The expected compensation for this position is:
$208,000.00 USD - $260,000.00 USD** Pay is based on a number of factors including market location, qualifications, skills, and experience.
Originally posted on Himalayas
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