Senior Product Manager – Fan Support

This is a fully remote position, open to applicants in Louisiana, +4 more states.

📋 Description

• Oversee the development and implementation of significant projects and intricate product functionalities for the Fan Support agent tools, including the rollout of TM1 Orders and the consolidation of tools.

• Act as a dedicated product champion for Fan Support, ensuring that the needs of agents are considered early in product planning, with go-to-market readiness serving as a critical launch criterion, and that Fan Support KPIs are integrated into the definition of product success.

• Manage the phased introduction of TM1 Orders to Fan Support agents globally, which includes overseeing the dual-enablement period, organizing training sessions, and actively addressing gaps as legacy tools are phased out.

• Take ownership of the roadmap for agent data accessibility; identifying the most impactful informational deficiencies, collaborating with engineering and third-party system stakeholders to make the necessary data available, and constructing the business justification for prioritization.

• Accountable for defining success, measuring outcomes, and optimizing performance, which involves operational metrics like Average Handle Time, contact volume, first contact resolution, and agent tool adoption.

• Propel progress throughout the complete product life cycle to achieve the desired results and meet established objectives.

• Develop comprehensive business cases, conduct competitive analysis, and create epics, user stories, user documentation, and other essential artifacts to ensure success.

• Cultivate and maintain strong relationships, ensuring collaboration with Product and Technology colleagues, as well as Fan Support operational stakeholders across Contact Center Technology, Service Improvement, Change Management, and Operations.

• Act as the Directly Responsible Individual (DRI) for Fan Support, owning outcomes, fostering alignment, and advocating for the needs of Fan Support throughout the organization.

• Mentor and coach less experienced team members.

⛳️ Requirements

• 5+ years of experience in product management, ideally in developing B2B platforms or enterprise tools for high-volume operational teams such as contact centers or support organizations.

• Proven experience in delivering products that interact with the full technology stack, including integrations with third-party systems and APIs.

• Demonstrated ability to lead product delivery using agile product management techniques, artifacts, and ceremonies.

• Effective communication and stakeholder management skills, particularly in collaborating with remote colleagues across various time zones and working closely with frontline operational teams.

• Experience in working with stakeholders across all levels and areas, including contact center operations, change management, training, and technology teams to ensure product expectations are met.

• Strong product research and discovery capabilities including agent user research, contact volume analysis, usage reporting, data modeling, and testing.

• Familiarity with contact center or customer support tools — including order management platforms, CRM systems, or agent-facing SaaS applications.

• Proven experience utilizing analytics platforms (e.g., Domo, Databricks, or similar) to assess product impact on operational KPIs such as Average Handle Time, contact volume, and first contact resolution.

• Deep empathy for fans and the agents assisting them — capable of advocating equally for the end-user experience and the frontline personnel delivering it.

• Desirable: hands-on experience with internal and public-facing web services/APIs, advocating for improvements in API availability and data access.

• Desirable: experience in executing go-to-market readiness initiatives, including creating agent training materials, managing go/no-go gate processes, and coordinating large-scale rollouts across multiple markets.

• Comfortable and experienced using AI productivity tools such as Claude, Claude Code, ChatGPT, or similar to enhance efficiency and effectiveness; including drafting documents, expediting research and analysis, generating user stories or requirements, and automating repetitive tasks.

🏝️ Benefits

• Medical, vision, dental, and mental health benefits for you and your family, along with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA).

• Complimentary concert tickets, generous paid time off including paid holidays, sick leave, and personal days.

• 401(k) plan with company matching and stock reimbursement program.

• New parent initiatives, including caregiver leave, as well as support for fertility, adoption, foster care, or surrogacy.

• Career and skill development opportunities through the School of Live, tuition reimbursement, and student loan repayment programs.

• Volunteer time off and crowdfunding matching.