Program Manager

Contract Terms: Permanent, 40 hours per week

THE TEAM

At Ticketmaster, we're at the start of an amazing new chapter to unify and innovate the ticketing experience for both our fans and clients. As the thrill of live events has returned, we’re charting new courses across our global product portfolio helping billion+ fans and clients all over the world access and manage the magic of live entertainment they love and help them make unforgettable memories.

To better operationalize our global product design teams and to help build a tight-knit Design culture, we're looking for an experienced and confident Program Manager. As our first ever design ops manager, you will collaborate closely with the Design Leadership and our product teams across Marketplace, Sports, and Enterprise orgs worldwide to shape our new future and embark on this exciting journey with us.

THE JOB

As Program Manager, you’ll partner with the Design Leadership and Product, Engineering and PMO peers to foster the people, practices, and processes that drive a healthy design and product development organization.

The scope of Design Operations includes three key areas:

• Project Management: Intake, problem-solving frameworks, prioritization matrix, capacity modeling, project plans, cross functional alignment, dependency management, project management, weekly reporting, stakeholder management, etc.
• Team & Culture: Onboarding, departmental documents, learning and development, centralized governance model, cross-product communications/process alignment/knowledge shares/collaborations, team-building activities, surveys and team pulse management, centralized recruitment, remote worker culture, etc.
• Design Operations: Project intake process, design software toolkit & knowledge base, global design project management tool and workflows, vendors & tooling evaluation and management, agency SOWs, budget proposals, etc.

Your main objective will be on centralizing these shared responsibilities and establishing appropriate tooling, processes, and measures globally so that designers can focus on designing and researching in their respective areas.

You will continually help us improve how we work together, how we get work done and how our work builds impact — driving both culture and process to raise our design maturity. You will be essential in helping us build and/or evolve programs that engage and develop our teams, enabling our teams to deliver the best product design and user experiences possible across all verticals.

You'll play a key role amplifying design's value and impact at scale. You’ll help us find new ways for our Global Design group to connect with the wider TM community as well as external design & tech communities in meaningful ways.

This is a new and exciting role within our organization. As such, you will have the opportunity to shape, build and grow this new function and team from the ground up. In addition to adding your own footprint to the history of our group, you will also guide, influence, and coach your own team members to achieve their own excellence.

WHAT YOU WILL BE DOING

• Design Program Management, Strategic Planning and Alignment: Work with Design Leadership team to define, prioritize and drive cross-portfolio program planning, impact measurement, budget programming, capacity planning, headcount forecasting, etc.
• Ensure all internal and externally sourced design projects are project managed and on track for success. Liaise with appropriate team leads and PMO teams to ensure proper and consistent communications and processes are in place.
• Evaluate & implement appropriate tooling and processes to provide clear and consistent communication and visibility of all project and team statuses to Design leadership, Product and PMO counterparts.
• Work with teams and business partners to capture & provide key result metrics.
• Build and maintain alignment and close working relationships with PMO.
• Be responsible for Global Design Weekly Reports.

Culture Building:

• Track the employee pulse surveys and conduct ongoing “betterment” workshops to identify and invest in high-priority global design org improvements.
• Identify remote and local team ceremonies to engage, inspire, and support our designers.
• Enable HR learning & development programs as well as tailored manager coaching programs for continued personal learning and development.
• Improve the Design Team's value and impact, by providing hands-on tactical support in areas including crafting environments and sessions that enable effective communication.

Design Operations:

• Support Director of Product Design – Core Services and contribute to the success of establishing and developing this new internal services team.
• Bring agility to the Global Design organization through centralized tools, systems and services that enhance visibility, speed and quality of product design, research, and solution delivery.
• Help drive governance processes and communication for Design Leadership.
• Rollout new project management tool and workflow management.
• Manage and evolve our standards for hiring and recruitment, staff onboarding, employee engagement, performance management, talent management, and succession planning.
• Work closely with the Design Leadership and line managers to keep us on track for our hiring, onboarding, training, performance evaluation, and career development cycles regularly for design team members.
• Execute organization, logistics, and execution of team meetings, conferences, gatherings, external events, etc.
• Assist with tracking maturity and identifying opportunities across capabilities, community, culture and craft.

WHAT YOU NEED TO KNOW

• A bachelor’s degree or equivalent experience in design, operations management, or a related field.
• Proven years of experience in managing design teams or projects in an agile environment.
• A solid understanding of design processes, methods, tools, and best practices.
• Acute and evolving awareness of Design Ops practices as well as Product Design organizations across the industry.
• Experience working within global/enterprise-scale or matrixed Product Design and Product Development organizations.
• Familiarity working in a fast-paced environment.
• Experience with tools such as Jira, Confluence, Asana, Monday, Notion, etc.
• Excellent communication, facilitation, negotiation, and problem-solving skills.
• A strong sense of organization and structured, system-based thinking.
• A passion for building and nurturing a positive and inclusive team culture.

YOU (BEHAVIOURAL REQUIREMENTS)

• Strategic - Strong analytical thinking, strategic problem-solving frameworks, and action-oriented game plans.
• Analytical – System and process-oriented mindset to help scale programs widely and effectively.
• Entrepreneurial – Comfortable wearing multiple hats, self-starting, multi-tasking, connecting dots, and diving deep.
• Communication - Excellent written, verbal communication and presentation skills.
• Timely – Clear expectation setting with stakeholders and time management with team.
• Integrity - Precision and unyielding desire for excellence.
• Collaborative – Experienced collaborating in mixed methodology operations.
• Approachable – Strong advocate and cheerleader of the design community.

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.

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 and 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.
• 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.
• Belonging - We are committed to building a culture in which all people can be their authentic selves.

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.