Job Abstract

Job Summary

JOB DESCRIPTION

Division: Ticketmaster

Contract Terms: Permanent, 40 hours per week

THE TEAM

Ticketmaster’s Enterprise platform enables creating and managing worldwide events. Many great details go into each event: from planning to sales, managing entry during the event and post event reports and analysis.

As designers at Ticketmaster, we are responsible of ensuring this robust functionality stays simple and elegant. We design for a wide range of devices and roles that together bring amazing entertainment to fans. We bring delight into our clients and on-the-ground teams’ day to day tasks with our unique range of ticketing and event management solutions.

We're looking for a seasoned, impact-minded Director, Product Design – Enterprise, Service Design who can help us charter this new course with our amazing team around the world.

THE JOB

As Director, Product Design - Enterprise, Service Design you will be working closely with your primary team, the Enterprise Core, while using Service Design methodologies & principles to bridge the rest of the business to the Core platform. You will work closely with design leadership partners in Marketplace, Enterprise, Sports as well as other key business functions, such as Engineering, Architecture, Marketing and Operations, to ensure linearity and parity of services via language, terminology & experiences across our Ticketmaster ecosystem.

Enterprise Core product area focuses on back-end systems and services that power nearly all of our client and fan offerings. As our first lead of our Service Design function, you have a unique opportunity to shape and define the direction of the team, its processes and how it’ll partner with the rest of the Design, Tech and Product partners across the portfolio.

You will be responsible for managing a small team to begin with, and evangelizing its purpose, value and impact across the business. You will manage stakeholder expectations, align service-design objectives to product roadmaps, and develop frameworks & templates to optimize your mission schedules to ensure strategic goals and timelines are met. You will be capable of solutioning for diverse problem sets, defining new frameworks, independently conducting ideation workshops to bring further alignment.

With other design and function leads, you will champion the work to map our services. You will be accountable for researching and documenting full processes on various granularity levels. You will provide short- and medium-term service design strategy, research & vision, and design program management at global level, and contribute to medium to long term growth initiatives as required. You will also help build a bench of next generation design leaders for Ticketmaster and guide them to innovate and excel.

You will be accountable for the overall success and performance of your areas, but also how our service design and future-facing vision stack up against the exceptionally competitive and ever-changing digital & ticketing landscape. You will also be measured on how successful your stream leads have cascaded Ticketmaster’s exceptionally high design standards and principles into their teams’ day-to-day product objectives and deliveries. The team under your management will be expected to achieve and demonstrate visible and measurable success in product and personal performance.

WHAT YOU WILL BE DOING

Product Delivery, Strategic Development and Alignment

• Help define and position new, best-in-class service design function at Ticketmaster
• Understand short-, medium- and long-term vision and strategic business goals of Ticketmaster and the Design department.
• Synthesize complex business requirements into insights-driven service design strategies and roadmaps and bring clarity, parity, and unity to complex, cross-ecosystem missions
• Be responsible for the definition and standards of success, its measurement and continual optimization of methodologies and processes in your area
• Develop holistic view of product portfolio, collaborate with business leads on better service and user experience development, and integrate/evolve aligned solutions into a cohesive fan, client and internal experiences
• Lead generative & ideation workshops with cross-functional teams to fact find and solutionize ways to improve service and user experiences together
• Scope and lead research, communicate & educate findings and insights to wider teams and stakeholders. Coach your team to develop these habits & practices.
• Work with the Analytics and product management teams to drive measurable Service & UX Design decisions
• Be highly influential amongst senior leadership and fellow directors across the board.  Widen relationships across the business to further strengthen position of influence.
• Communicate vision to inspire and lead your team towards success
• Ensure that Ticketmaster brand identity and principles are integrated sympathetically into features and services
• Direct your stream leads to align goals, schedules, and processes with stakeholders and cross-functional counterparts to meet aims and timelines of Ticketmaster successfully.
• Work with your teams to develop clear and effective design project plans, including user research and design delivery schedules, for all responsible product areas
• Set clear channels of communications and expectations to ensure your team is communicating plans and progress explicitly and consistently with senior management, PMO, Product, Engineering and direct reports.

Design Program and Infrastructure Management

• Develop a robust Service Design program and design & research partnerships to capture, evaluate, inform and validate domain, products and service decisions at macro and micro level
• Develop scalable and modular frameworks and artefacts to provide consistency and efficiency to the team’s approach and output.
• Educate and influence wider business through understandable Service Design artefacts. Provide empirical and quantifiable reference point/rationale for design decisions. Document artefacts in an easily accessible place.
• Track and report Service Design value to senior stakeholders.
• Collaborate with other Design leaders to manage and evolve Global Design System and Design departmental resource libraries
• Build strong relationships with Enterprise Core Product, Architecture and Engineering peers to ensure regular ceremonies and touchpoints are in place for fluid and natural collaboration
• Constantly think of ways to improve standards, processes and programs to ease the lives and workflow of designers and to set your teams up for success

Team Growth, Development, Innovation, and Thought Leadership

• Mentor, challenge, and develop our bench of growing design leaders and support them through their myriad professional challenges
• Coach stream leads how to lead and mentor their own teams by instilling standards of excellence within them and help them be accountable for their own team’s success
• Evaluate and evolve skills to stay relevant; keep skills fresh and be informed of best practices, technical trends and developments
• Continually introduce new methods and tools to the team to keep team competitive and help Ticketmaster attract and retain world class talent
• Establish a presence as a discipline expert across the business and evangelize product design initiatives through frequent and effective workshops, communication, and storytelling
• Increase involvement with external design community and participate in industry events and dialogue and frequently represent Ticketmaster in a professional capacity.
• Keep skills fresh and be able to share our best practices, technical trends and developments with team

WHAT YOU NEED TO KNOW

• Deep experience leading teams and designing cross-channel, services and products at global and enterprise-scale. Experience working in complex, global organizations non-negotiable.
• Proven track record of launching successful service design solutions to market and crafting comprehensive service design strategies 
• Proven experience in multi-stream team and line management, professional development and mentoring
• Expert grounding in Service & UX Design principles, methodology and practices of digital product design with proven hands-on experience in a working environment, i.e. Service/UX design, research, architecture and content strategy, etc.
• Ability to think critically and craft complex design strategies and maintain successful design programs  
• Ability to provide a range of top-of-the line, well-substantiated service & product design vision/solutions directly as well as through team 
• Excellent collaborator and team player
• Excellent written and verbal communication skills — able to adjust communication based on audience, able to present confidently at C-level. 
• Degree in HCI, Design, Social or Information Systems Sciences beneficial
• Expertise in industry standard wireframing and design tools such as Figma, Sketch, Zeplin, Figma, Adobe CS Suite, etc. expected
• Solid understanding of capabilities and limitations of technologies that are used to create powerful user experiences including
• Understanding of both Agile and traditional project management methodologies and the know how to deploy them at relevant contexts;
• Expert understanding of best/tried patterns and current trends in service design/UX/UI practices
• Exceptional portfolio demonstrating strong problem-solving capabilities and systematic or strategic approach to cross-platform product and service design.

YOU

The following attributes determine how the role will be carried out and are required to be a success:

• Leadership - Evident leadership skills
• Innovative - Proactive in learning and being fluent in latest product design & tech trends and manifesting/expecting that in the end solution
• Accountability - Strong analytical and creative problem-solving skills
• Communication - Excellent written, verbal communication and presentation skills
• Strategic - Ability to work on multiple projects simultaneously and independently
• Integrity - Precision and unyielding desire for excellence

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 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.

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, 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 in NYC is:

**Please note that the compensation information provided is a good faith estimate for this position only and is provided pursuant to the New York Salary Transparency in Job Advertisements Law. It is estimated based on what a successful New York City applicant might be paid. It assumes that the successful candidate will be in New York City or perform the position from New York City. Similar positions located outside of New York City will not necessarily receive the same compensation. Live Nation takes into consideration a candidate’s education, training, and experience, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees. In compliance with the NYC Law, a potential new employee’s salary history will not be used in compensation decisions.

**Please note that the compensation information provided is a good faith estimate for this position only and is provided pursuant to the Westchester County Human Rights Law. It is estimated based on what a successful Westchester County applicant might be paid. It assumes that the successful candidate will be in Westchester County or perform the position from Westchester County. Similar positions located outside of Westchester County will not necessarily receive the same compensation. Live Nation takes into consideration a candidate’s education, training, and experience, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees. In compliance with the Westchester County, a potential new employee’s salary history will not be used in compensation decisions.