Project Manager, Global Contact Centers

Job Summary:

THE TEAM

We support and guide fans by delivering exceptional service because live only happens once.

THE JOB

Reporting to the Director of Strategic Initiatives, this role will be part of the Fan Experience and Fan Support teams. This role will play an integral part in our long-term objectives to deliver a best-in-class experience for our fans.

The Project Manager, Global Contact Centers, is responsible for helping to define and develop all aspects of change in line with the Fan Experience strategy. This role will be responsible for the delivery of projects to time, cost and quality, either directly or through a matrix management model. A passionate and proven leader with the ability to gain stakeholder buy-in, communicate confidently at all levels, and collaborate with a range of technical and non-technical teams, regardless of geographical or organizational boundaries.

WHAT YOU WILL BE DOING

• Monitor overall project progress and report status to key stakeholders on an ongoing basis to ensure completion of projects within a specified time, effort, and budget constraints. This includes ensuring proactive risk management is adhered to.
• Help define and manage program/project management processes utilizing industry best practices that help the company become more effective.
• Working across the Fan Experience teams to establish effective collaborative relationships, supporting effective delivery, performance measurement, and management of change. This includes the assignment of work tasks, and communicating quality and schedule expectations
• Work with Product Management, Engineering (Development), QA, Operations, and other senior leaders to resolve team, people, resource, and schedule conflicts and dependencies
• Provide direction and input into all change deliverables for Fan Experience to ensure solutions are consistent with strategic business and product plans.
• Working with the Fan Experience teams you will plan and oversee complex Strategic Initiatives, effectively managing scope, resources, schedule, risk, and communication in order to achieve stated business objectives.
• Develop realistic and comprehensive project plans encompassing scheduling/task management, budget management, communications, and risk management.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• General understanding of web technologies, quality assurance, and user experience design.
• 10+ years of project management experience with proven experience leading cross-functional projects in matrixed environments with high integration across lines of business and technical disciplines.
• Experience working with structured change development methodologies with an emphasis on an iterative approach. Exposure to Agile methodologies is a plus.
• Extensive experience with Microsoft Suite.
• In-depth understanding of activities, artifacts, and deliverables that pertain to each phase of the project development.

YOU (BEHAVIOURAL SKILLS)

• Ability to work in a fast-paced changing environment.
• Motivates and manages teams to consistently deliver high-quality projects on-time and within budget.
• Demonstrates ability in affecting change.
• Results driven, energetic, creative, and hardworking, with a commitment to the highest quality of care and service
• Able to communicate effectively at all levels of the organization including business stakeholders, senior management, peers and the project team.
• Outstanding communication and facilitation abilities

EQUAL OPPORTUNITIES

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.

CULTURE

We have a ‘Fan First’ mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the ‘Fan’ you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world-class experiences – Fan First.

You would have got a first feel of what it is like working at Ticketmaster through our career site and looking at our Ticketmaster Values. Are you ready to start your journey with us? One of your first stops would be our Going Live Session , our own way of welcoming you to Team Ticketmaster.

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 theatres, Ticketmaster now processes over 500 million tickets. As part of Live Nation Entertainment, the largest live entertainment company in the world, Ticketmaster is traded on the New York Stock Exchange as NYSE: LYV.

Ticketmaster operates in over 30 countries across North America, South America, Europe, and Asia Pacific. Overall, the company employs over 6,500 individuals. Ticketmaster was established in Phoenix, Arizona in 1976.