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About the Role

Product Delivery Manager for Client Website Services, responsible for the end-to-end client journey from new website requests through scoping, delivery, launch, and ongoing support. This role manages and prioritizes a flow of change requests, ensuring quality and client satisfaction within a distributed team environment.

Responsibilities

• Own client delivery end-to-end, acting as the single point of contact for clients.
• Manage the full lifecycle from intake through resolution or launch, ensuring work progresses without stalling.
• Set and manage client expectations regarding scope, timelines, and outcomes.
• Lead intake for new website requests and ongoing change requests, gathering requirements and defining scope.
• Triage inbound tickets, assess priority, and assign appropriately.
• Handle scope conversations, align on feasible solutions, and manage expectations.
• Coordinate with a distributed build team on task sequencing, dependencies, and blockers.
• Maintain visibility across all in-flight work, identifying and intervening on risks.
• Ensure efficient movement of work from request to completion, reducing cycle time.
• Own pre-launch QA and UAT processes for builds and change requests.
• Coordinate staging reviews, structured testing, and client validation.
• Gate releases based on clear sign-off and evidence.
• Build working relationships with clients and understand their recurring needs.
• Identify patterns in support requests and proactively address underlying issues.
• Manage escalations early and directly to resolve issues before they become critical.
• Maintain a clear view of in-progress, blocked, or at-risk work.
• Contribute to cross-team reporting on launches, incidents, and outstanding work.
• Track delivery metrics to support capacity planning and continuous improvement.
• Assess and identify opportunities to streamline, clarify, or better structure CWS workflows.
• Recommend and implement practical process changes, refining them based on effectiveness.

Requirements

• 3-5 years in a client-facing delivery, project coordination, or account management role, ideally in web services, digital agency, or SaaS support.
• Solid WordPress knowledge beyond admin-level, including theme/plugin configuration, conflict identification, and distinguishing content vs. platform issues.
• Comfortable with APIs and integrations at a conceptual level, understanding their function, potential failures, and interpreting error logs.
• Familiarity with web hosting environments like WP Engine, understanding staging vs. production, caching, and DNS.
• Experience running QA and UAT processes, including staging reviews, test plans, and client sign-off workflows.
• Experience working with a service desk or ticket queue (Jira or equivalent), understanding prioritization and cycle time.
• Experience with accessibility (ADA/WCAG) compliance workflows.
• Excellent written and verbal communication skills, with strong expectation-setting abilities.
• Ability to prioritize competing opportunities and balance client needs with business priorities.
• Comfortable guiding clients toward feasible solutions, explaining trade-offs and constraints.
• Creative, collaborative thinker able to learn quickly and identify proactive solutions.
• Self-starter, comfortable leading change and driving tasks to completion.
• Comfortable using AI tools in daily work to speed up delivery without compromising quality.
• High level of proficiency in English, both verbal and written.
• Working knowledge of French is encouraged.

Skills

• Client Delivery
• Project Coordination
• Account Management
• Web Services
• Digital Agency
• SaaS Support
• WordPress
• APIs
• Integrations
• Web Hosting (WP Engine)
• QA
• UAT
• Jira
• Accessibility (ADA/WCAG)
• Communication
• Prioritization
• Scope Management
• Problem Solving
• AI Tools

Location

• Remote - Ontario
• Remote - British Columbia
• Remote - Alberta
• Remote - Saskatchewan

Work Type

• Permanent
• 37.5 hours per week

Experience Level

• 3-5 years

Salary/Compensations

• $96,000 to $120,000 CAD annually

Benefits

• Generous vacation
• Healthcare
• Retirement benefits
• Student loan repayment
• Tuition reimbursement
• Six months of paid caregiver leave for new parents (including fostering)
• Roadie Babies helping new parents care for their babies on work trips
• Access to free live events through employee ticketing program

About the Company

• Ticketmaster is part of Live Nation Entertainment, the world’s largest live entertainment company.
• Our vision is to connect people around the world to the live events they love.
• Ticketmaster is the world’s largest ticket marketplace and a leading global provider of enterprise tools and services for the live entertainment business.
• We operate with a passion for Live and an inspiring and diverse culture.
• Our values are Reliability, Teamwork, Integrity, and Belonging.
• Live Nation Entertainment is comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship.
• Our world-class teams specialize in all aspects of the live entertainment industry.
• We believe in taking care of our employees who help artists bring live music to fans.

Equal Opportunity

• 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.
• We encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from talented people.
• Talent matters to us, and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
• Ticketmaster Canada will provide reasonable accommodations for qualified individuals with disabilities in the job application process.
• All hiring decisions are made with human review.
• Ticketmaster may use artificial intelligence (AI) tools to support application screening and assessment.