Product Delivery Manager (Client Website Services)

THE JOB

CWS operates across two modes: build (new sites and major changes) and support (ongoing updates, fixes, and technical help). Both are client-facing, and this role sits at the center of that experience.

You will own the client journey end-to-end — from the moment a new website request comes in, through scoping and delivery, to launch and ongoing support. You’ll manage and prioritize a steady flow of change requests, ensuring work moves quickly, clearly, and with the right level of quality.

This role requires a client-first operator. You are accountable for the client experience — not just communication, but outcomes. You move work forward, remove ambiguity, and ensure clients feel supported, even when navigating constraints or issues.

If you’ve worked in a digital agency environment, this will feel familiar: managing builds, shaping briefs, and navigating scope conversations. The difference here is continuity — you’re not handing work off after launch. You stay connected to your clients, build long-term relationships, and are accountable for outcomes over time.

To be effective, you’ll need to understand the platform well enough to scope work accurately, partner closely with the development team to drive delivery, and represent CWS with confidence — especially when resolving issues or working through constraints with clients..

WHAT YOU WILL BE DOING

Own Client Delivery End-to-End

• Act as the single point of contact for clients across new builds, change requests, and ongoing support
• Own the full lifecycle from intake through to resolution or launch; ensure work does not stall between steps
• Set and manage expectations clearly on scope, timelines, and outcomes

Intake, Scoping & Prioritization

• Lead intake for new website requests and ongoing change requests; gather requirements, define scope, and align on approach
• Triage inbound tickets; assess priority, assign appropriately, and maintain a healthy, moving queue
• Handle scope conversations directly, align on feasible solutions, and manage expectations around what CWS can deliver.

Delivery Coordination

• Coordinate with a distributed build team across task sequencing, dependencies, and blockers
• Maintain visibility across all in-flight work; identify risks early and intervene before timelines slip
• Ensure work moves efficiently from request to completion, reducing cycle time on client requests

QA, UAT & Launch Management

• Own pre-launch QA and UAT processes across builds and change requests
• Coordinate staging reviews, structured testing, and client validation
• Gate releases on clear sign-off and evidence, not just technical completion

Client Relationship & Escalation Management

• Build working relationships with clients; understand their sites and recurring needs
• Identify patterns in support requests and proactively address underlying issues
• Manage escalations early and directly, resolving issues before they become critical

Delivery Visibility & Reporting

• Maintain a clear view of what’s in progress, blocked, or at risk across the portfolio
• Contribute to cross-team reporting (e.g., launches, incidents, compliance progress, outstanding work)
• Track delivery metrics to support capacity planning and continuous improvement

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• 3-5 years in a client-facing delivery, project coordination, or account management role, ideally in a web services, digital agency, or SaaS support context
• Solid WordPress knowledge beyond admin-level; you can navigate theme and plugin configuration, interpret what a plugin conflict or failed update looks like, and understand the difference between a content issue and a platform issue. You won't be building sites, but you should be able to investigate one
• Comfortable with APIs and integrations at a conceptual level. The team maintains an event integration plugin and its upstream APIs. You should understand what an API integration does, why it might fail, and be able to look at an application error log or browser console and assess potential failure signals.
• Familiarity with web hosting environments like WP Engine or similar managed hosting; understands staging vs. production, caching behaviour, and basic DNS concepts
• Experience running QA and UAT processes: staging reviews, structured test plans, client sign-off workflows
• Experience working a service desk or ticket queue; Jira or equivalent, with a solid understanding of prioritisation, cycle time, and what a healthy queue looks like vs. one that's drifting
• Experience with accessibility (ADA/WCAG) compliance workflows

YOU (BEHAVIOURAL SKILLS)

• Excellent written and verbal communication skills; online and in-person expectation setting skills a must.
• Ability to prioritize among competing opportunities, balance internal client needs with business priorities, and articulate the rationale behind decisions.
• Comfortabl with scope conversations; Guiding clients toward solutions that fit within technical capabilities, while clearly explaining trade-offs, constraints, and next steps for an achievable outcome.
• Creative, collaborative thinker with an ability to learn new things, assess problems and identify proactive solutions quickly.
• Self-starter, comfortable leading change and getting things done.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about 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.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team.

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent.

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.

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.

Ticketmaster Canada will provide reasonable accommodations for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and need an accommodation due to a disability, please email . Please note this inbox is limited to accommodation requests. Resumes submitted to this inbox will not be considered.

LANGUAGE REQUIREMENT

Due to the nature of the role, this position involves interacting with English-speaking clients, colleagues, stakeholders, suppliers, and so forth. Therefore, a high level of proficiency in English, both verbal and written, is required. While a strong command of English is essential for this role, candidates with a working knowledge of French are also encouraged to apply.

The expected compensation for this position in Ontario is $96,000 to $120,000 CAD annually.

Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.