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MSG Sphere Studio

Burbank, California - United States
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Senior Product Manager - Customer Journey - Hybrid


Who are we hiring?
The Senior Product Manager for the Sphere Customer Journey will define and develop the end-to-end experience for guests who attend attractions, shows, and events at the Sphere. The Senior Product Manager will define the customer requirements that make up our desired guest experience. They will work to translate these requirements into an aligned quarterly product roadmap. The right leader will then work with our engineering team, technology team, marketing, design, and venue operations team to get the roadmap built into the desired guest experience. Done right, this role will shape how our guests buy tickets, how they navigate to the Sphere, how they experience their entrance into the venue, how they buy food, beverage, and merchandise, how they find their seat, how they capture and share their show experience, and how they remember their experience, so they want to return. This leader will be crucial to helping us earn raving fans who rate their experience with a very positive NPS. This role will report to the Senior Vice President for Product Management for the Sphere. Given we are building the product management function for the first time for the Sphere, the Senior Product Manager will work to define a vision for other team members that we need to complete the work. They will define the work to be done, design the right roles, and gain alignment with Sphere leadership to invest in the right skill sets to get the work done.

What will you do?

• Ensure the entire end to end digital customer experience gets defined and built for the Sphere.

• Work with Customer Insights and Design to define the Desired Guest Experience. Translate this “DGE” into product requirement documents that will enable engineering to build our product experience.

• Translate requirements into a cross functional aligned quarterly roadmap.

• Work with finance to align on the budget and resources need to deliver the product roadmap.

• Lead engineering, technology, and operations teams to design and build the desired guest experience.

• Ensure the experience is customer tested and validated to deliver a positive NPS.

• Think through the customer experience as it relates to user discovery, ticketing, wayfinding, venue entrance experience, buying food, beverage, merchandise, and social experience.
• Leverage existing relationships and systems at MSGE to leverage the scale benefits of being part of the MSGE family of venues (MSG, Radio City, Beacon etc).

• Work with technology partners to maximize use of commerce, wallet, wayfinding technologies to create a seamless guest experience.

• Work with Las Vegas partners including our own Tao Hospitality Group, and other casino partners to ensure delightful guest experiences.

What do you need to succeed?

• Deep interest in the intersection of technology, business, consumer behavior, and innovation.

• 7-10 years of product management leadership experience across a range of relevant domains.

• Proven track record of increasing responsibility and demonstrated ability to lead teams to build world class digital product experiences.

• Understanding of software, hardware and embedded systems needed to power physical experience with great digital technology.

• Degree in a demanding undergraduate field (engineering, operations, economics, finance) and either an MBA or deep experience starting their own business or have general management ownership at a young age.

• Demonstrated domain knowledge in digital consumer brands with an emphasis in media, music, entertainment, advertising, advertising technology would be preferred.

• Strong leadership through influence skills. Candidate must be able to lead cross functionally and create followership through their energizing and visionary leadership.

• Strategic thinker. Able to define where to play and how to win behind well thought through first principles. The right leader must be able to strategically think through the design of our product experience and lead the team to make firm choices on what is included in our experience and prioritize our investment of time and money to deliver the best outcome for our guest.

Why is MSG for me?
With MSG Sphere, we are creating an entirely new medium that will deliver immersive entertainment experiences at an unparalleled scale. Beyond a venue, Sphere is a multi-sensory platform with experiential technology programming directly to your senses. You will see in ways never imagined, hear with every fiber of your being, and experience like never before. To deliver on this promise, we are building the largest immersive venue in the world, MSG Sphere at The Venetian in Las Vegas, with a second Sphere venue planned for London, pending necessary approvals. To create immersive experiences, and content unique to Sphere, we are growing our full stack creative, experience, design, production and engineering team across our Burbank studio in Los Angeles and Ventures headquarters in New York.

We focus on Career Development and Invest in YOU
Candidates who have completed 60 credits of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred. Educational requirements may differ from job to job based on the role.

We value diversity and are looking for extraordinary employees of all backgrounds
At MSG we value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law requirements, MSG complies with all applicable state and local laws governing nondiscrimination in all locations. #LI-AB1

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