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Project Manager - Contact Centers Technology
Category: Other
  • Your pay will be discussed at your interview
  • Job Summary:
    The role:
    The Responsibilities:
    Job Requirements and Qualifications:
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Job code: lhw-e0-89743511

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  Job posted:   Thu May 17, 2018
  Distance to work:   ? miles
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Project Manager - Contact Centers Technology
Who we are.We're fans who help fans everywhere get in to the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favorite 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.
Why you should work with us.Our biggest investment is in our people. We offer comprehensive health benefits and 401k matching, student loan assistance, plus career-boosting opportunities like tuition reimbursement and targeted development sessions to help all eligible employees thrive. At Ticketmaster, expect the fast-paced excitement of a startup with the rock-solid support from an industry leader - with plenty of ticket perks on the side.
See what it's like working at Ticketmaster.
The Project Manager for the Global Contact Center Genesys System will work closely with contact center operational leaders, key users, internal partners, and application developers to determine strategies, define deliverables, and set priorities for the platform. They will be responsible for assisting our end users with questions and issues as they arise as well as coordinating cross functional deliverables for large strategic projects that require telephony, eService or social support for other product launches within our Global Contact Center Technologies division. The successful candidate will have extensive knowledge of Genesys system capabilities and Contact Center Operational proceedures
+ Work with key business and development personnel to determine product strategy, areas of opportunity and roadmaps across a global system taking each group/team's dynamics into consideration, but always striving for a unified, standardized approach whenever possible.
+ Work with business to document feature requirements and development user stories while always striving for an iterative and continuous delivery method to larger feature releases.
+ Work with business leaders to quantify development impact including ROI projections and post release impact
+ Maintain development prioritization lists and backlogs
+ Work cross functionally between multiple product/development teams to ensure key dependencies for feature and product enhancements are being met and/or addressed in a timely manner
+ Assist Development Managers and Tech Leadership with Agile iteration planning for upcoming development cycles
+ Timely and concise communication of release activity, project status updates and roadmap timelines to business leadership
+ Coordination of training and demos to key end users and executive/management teams
+ Management of key vendor relationships including licensing and product strategies/requirements.
+ Manage key business relationships across operational, engineering, product and executive teams that foster open lines of communication and teamwork to achieve key business goals.
+ Coordinate UAT for all feature releases not related to a strategic project to ensure defects are properly documented, UAT completes in an acceptable timeframe and the UAT team has all the necessary support to complete testing.
+ Will be responsible for overseeing UI changes to customer facing tools including gathering feedback from end users, working with the corporate UX team to schedule suggested changes and coordinating demo and training
+ Strong working knowledge of contact centers operations and how our agents use our products. Will act as the liaison between our technology groups and our customers. Must have intimate knowledge of our customers daily operations, challenges, and data needs.
+ Required onsite visits to our North American Contact Center at least once per year.
+ Required end to end user experience testing of the products you are responsible for at least twice per month and prior to any release that impacts the UI in any manner.
+ Other duties as assigned
+ A minimum of 3-6 years of contact center operational and/or developmental experience.
+ Superb verbal and written communication skills, including expert knowledge of the MS Office Suite
+ Strong ability to manage relationships with customers, developers, and other internal actors.
+ Ability to effectively work with, and maintain strong working relationships with internal partners, and both technology and operational leadership teams and team-members.
+ Ability to perform data analysis, trend analysis, graphing, presentation development and delivery.
+ Skilled in developing and communicating overall product strategies.
+ Ability to identify risk and drive projects to completion
+ Strong familiarity with contact center technologies and systems.
+ Excellent organizational and prioritization skills.
+ Strong working knowledge of Genesys CIM platform.
+ Experience with Agile/Scrum/Kanban development methodologies.
+ Operational and administrative experience with Ticketmaster Contact Centers
+ Bachelor's degree in Computer Science or Computer Information Systems or Business Administration or equivalent experience.
+ Strong problem solving skills
Equal Employment OpportunityTicketmaster 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, for applicants in Los Angeles, California, and consistent with applicable laws in other areas.
Hiring PracticesThe 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.

About Us

Named us as one of the Top 40 North American companies in attracting and keeping top talent by LinkedIn, Live Nation is the global leader in live entertainment and ticketing, and we offer a world of opportunity. Our Ticketmaster team doesn't just embrace new technology, we develop ground-breaking software and applications to support our world-leading ticketing platform. Our mix of legendary and brand new venues and restaurants, including the House of Blues, offer an array of hospitality careers. And our unparalleled roster of artists are supported by diverse professionals in all facets of finance, marketing and other corporate operations.

Generous vacation, healthcare and retirement benefits are just the foundation of supporting our full-time, global workforce of more than 10,000. We offer continuing professional development in addition to tuition reimbursement. We also provide paid time off to bond with a new child (plus a bonus to help with expenses); paid time off to care for a sick child and to volunteer for causes that are important to you. Plus, working for the world's largest live event and ticketing company means you'll have access to concerts, festivals, sports games and other events through our exclusive employee ticket concierge.

There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.

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