Director, Research and Insights

Posted Date:3/19/2018 12:29:17 AM
Job Type: Full Time
Req #: JR-12924
Location: Hollywood, CA
Job Category:Operations

Job Summary:

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 Role

We are seeking an experienced Director of Research to drive customer understanding and empathy into the organization’s goals and culture. Working across the entire organization – Product + Tech (B2B and B2C), Strategy + Marketing – your mission will be to guide new and existing research efforts that generate a holistic understanding of live music, theatre and sports client and fan needs, desires, motivations and aspirations. You will have the ability to oversee high-impact initiatives immediately and be expected to lead, train, motivate, and develop employee skills on research sources, systems, tools, and targeting techniques.


  • You are an expert in understanding a wide variety of research methodologies and have a proven track record of applying the appropriate methods for maximum results.
  • You are inquisitive by nature and can see relationships between disparate research inputs, generating meaningful conclusions that drive design, product and strategic decisions.
  • You have a business mind, adept at delivering answers to the questions that matter.
  • You can succinctly capture thoughts and insights and communicate them to a broad audience – from individual product team members to C-level executives.
  • As an exceptional communicator and storyteller, you have experience in driving customer empathy throughout large organizations
  • You can assess existing research programs, prioritize and focus in-house research efforts, and understand when and how to leverage 3rd-party vendors
  • You can refactor, supplement or drive new research programs from inception to sustainable operation.
  • You have a track record of discovering, synthesizing, and socializing actionable insights that have influenced real product decisions.
  • You have exceptional collaboration skills with experience working across organizational boundaries within a large organization.
  • You are a leader with proven people management skills
  • A strategic, cross-functional thinker able to gather buy-in from senior leadership for analytical and measurement framework approaches to drive research initiatives.
  • Develop best practices, build process improvements, and mentor analysts to improve overall analytic and research functions at the company.
  • Translate business questions into analytic hypotheses, data needs and reporting requirements


  • 10+ years of relevant work experience
  • Experience with third-party web & mobile analytics tools and familiarity with SQL skills or similar business intelligence software
  • Bonus points: Working experience in data warehouse technologies like Teradata, MySQL, etc;
  • Served as a thought partner with executive and cross-functional leadership teams
  • Degree in Design, Behavioral Science, Human Factors, Human Computer Interaction, Anthropology, Cognitive Science, Psychology, Design Strategy or related field

Equal Employment Opportunity
Ticketmaster 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 Practices
The 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.

Link for schema