Job Summary:

Design Ops Manager- Global

Location: London (hybrid)

Division: Ticketmaster

Contract Terms: Permanent, 40 hours per week

THE TEAM

At Ticketmaster, we're at the start of an amazing new chapter. As the thrill of live events returns, 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 teams and to help build a tight-knit Design culture, we're looking for an experienced and confident Design Ops Manager – Global.  As our first ever DOM, you will collaborate closely with the Design Leadership and our team members worldwide to shape our new future and embark on this exciting journey with us.

THE JOB

As Design Ops Manager - Global, 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, capacity modeling, planning, cross functional alignment, dependency management, project management, weekly reporting, stakeholder management, etc. for all Global Design teams.  
• Team & Culture: Onboarding, departmental documents and process alignment/knowledge shares, team building activities/ceremonies/practices, surveys and team pulse management, recruitment marketing, etc.  
• Operations: Project intake process, 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 get the cover and support they need to 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, enable our teams to deliver 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 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

Product Design Program Management, Strategic Planning and Alignment

• Work with Design Leadership team to define and drive portfolio 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 (via direct comms or shared tools)
• 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 (sourcing content, editing and communicating across all stakeholder group)

Design Operations & Culture Building

• 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 in ongoing staff meetings, portfolio oversight, process improvements, metrics/budget tracking, etc.
• 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 — ensuring effective, human-centric hiring, onboarding and personal development practices.
• 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
• Improve the Design Team's value and impact, by providing hands on tactical support in areas including (but not limited to):
  • Crafting environments and sessions that enable effective communication
  • Facilitating design quality through consistent evaluation of industry leading toolsets and processes. Help organize vendor evaluations and costings, liaise with IT/Finance/Legal/Design Team & Leadership to implement integration.
• Update appropriate content Design.TM.Com, our departmental portal for internal and external knowledge and collateral sharing, marketing and recruitment. 

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, navigating complexity to deliver valuable outcomes
• Familiarity with agile and traditional product and project management methodologies / principles / practices and the know how to deploy them at relevant contexts;
• Experience working on improvement programs and supporting operational processes
• Working with a broad range of business partners
• 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)

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

• 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
• Analytical – System- and process-oriented mindset to help scale programs widely and effectively
• Collaborative - You like and know how to work with both creative and business-minded people.

TICKETMASTER VALUES

Rock Solid Reliability – I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right

Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of others

Act with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely

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’re fans who help fans everywhere get into the live events they love.  A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. And we think that’s pretty amazing. If you’re passionate about the magic of 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.

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. #LI-JCK #LI-Hybrid