Job Description

Tickets.com, an MLB company, delivers innovative, cutting-edge technologies to enable frictionless and unforgettable fan experiences in venues across the globe. Together with MLB, Tickets.com is changing the landscape of the live sports and entertainment industry, delivering new digital venue and ticketing experiences to millions of fans. Our Technology team builds platforms and products that provide a new smart ticketing solution and venue experience. Using cutting-edge technology, our platform and applications are consumed by fans, stadiums, and MLB teams.

We are assembling a world-class team to build on these experiences and to scale platforms and products that anticipate emerging opportunities, including dynamic pricing and offers and digital, contactless ticketing. Our mission is to provide premium, innovative live experiences for our clients and their patrons. 

Tickets.com is looking for a Principal Product Manager, Venue Experience to drive excellence on our product team.

The Opportunity: As the Principal Product Manager, Venue Experience, you’ll be at the forefront of a game-changing initiative to reimagine how fans experience baseball games - from parking and entry to commerce, navigation, and everything in between. Your mission? To design the future of the ballpark experience by exploring new “phygital” (physical + digital) experiences and creating seamless, frictionless moments that will wow fans and elevate their connection to the game.

You’ll be responsible for defining the product roadmap for the fans' experiences from arrival through departure at the ballpark, including pioneering next-generation technologies such as biometrics-based entry, autonomous concessions, and personalized venue discovery. You’ll guide a team, build strategic partnerships, and collaborate across design, product, and engineering teams to ensure we’re delivering an integrated, world-class experience that fans will love.

Responsibilities:

• Redefine the Venue Experience: Lead the charge in designing innovative, "phygital" experiences that bring technology and tradition together. Think beyond the obvious to create the ultimate fan journey - from entry to exit.
• Own the Product Roadmap: Own the vision, roadmap, and execution for the Venue Experience, balancing innovation with business goals to create in-venue fan experiences that are delightful and measurable.
• Drive Fan-Centric Innovation: Explore bold, new ideas, such as autonomous Grab & Go concessions, hands-free entry, and hyper-personalized fan discovery to elevate every part of the experience for fans attending baseball games.
• Collaborate Across Teams: Work closely with cross-functional teams - design, product, engineering, data, marketing, and operations - to ensure the fan experience is seamless and innovative at every touchpoint.
• Build Partnerships: Forge and nurture relationships with internal and external stakeholders, including vendors, club partners, and key business leaders, to align on goals and drive successful outcomes.
• Measure & Optimize: Use data, customer insights, and fan feedback to refine and iterate on product features, ensuring we're always improving and delivering on fan needs.

Who You Are:

• User-Obsessed: You understand what users want (and what they don’t know they want yet) and are always thinking about how to make their ballpark experience better through technology and innovation.
• Visionary: You’ve got a bold vision for the future of the fan experience and the ability to execute on it, blending what’s seemingly impossible with what’s desirable.
• Evangelist: You’re an expert storyteller, who can champion product strategy across the organization, advocate for the ideal user experience, and align teams on shared goals and priorities.
• Thought Leader: You’re a thought leader with the ability to influence decision-makers across the organization and drive alignment on long-term goals.
• Collaborative: You’re a natural at bringing together diverse teams and stakeholders, balancing input from different sources to create cohesive product strategies.
• Data-Driven: You use data and research to inform decisions, prioritize features, and drive continuous improvement in the fan experience.
• Product Expert: You’ve led the development of consumer-facing “phygital” products before and understand how to bring digital and in-person experiences together in seamless ways.
• Results-Oriented: You know how to set and measure success, ensuring every initiative delivers real value to both the business and the fans.

Qualifications: 

• 7+ years in product management, with a proven track record of delivering large-scale, consumer-facing products - bonus points for experience in FinTech, sports, entertainment, or hospitality.
• 5+ years of experience in mobile and web app development, with a portfolio of high-impact products that have shaped user experience and business results.
• Deep understanding of how technology can intersect with in-venue experiences, including familiarity with ticketing systems, access control, commerce, and fan engagement platforms.
• Strong communicator and storyteller who can align cross-functional teams and stakeholders around a common vision.
• Passion for continuous improvement, always iterating based on fan feedback to optimize products and experiences.

Pay Range: $190,000 - $230,000

As a candidate for this position, your salary and related aspects of compensation will be contingent upon your work experience, education, skills, and any other factors MLB considers relevant to the hiring decision. In addition to your salary, MLB believes in providing a competitive compensation and benefits package for its employees.

Top MLB Perks & Benefits:

• 100% Employer Paid Medical/Dental/Vision Premiums
• Company Contributed 401K Plan
• Paid Time Off and Holidays
• Paid Parental Leave
• Access to Free Tickets to Baseball Games & MLB.TV
• Discounts at MLB Store | MLBShop.com
• Employee Assistance Programs (EAP)
• Onsite/Online Training & Development Programs
• Tuition Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Pet Insurance

Why MLB?

Major League Baseball (MLB) is the most historic of the major professional sports leagues in the United States and Canada. Employees love working at MLB because of the culture of growth, teamwork, and professionalism. Employees who are most successful at MLB take initiative, know how to identify problems and provide solutions, and always put the Team first. For those ready to step up to the plate and join the major leagues, MLB takes the same approach as teams do with their players: empowering our “workforce athletes” to be at their best by engineering experiences that put employees in the best position to succeed. Major League Baseball is looking for candidates who are passionate about growing America’s pastime to best serve its fans for decades to come.

MLB is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

If you are interested in joining our team and require a reasonable accommodation to assist with any part of the application and/or interview process, please contact us by email at: accommodations@mlb.com

Are you ready to Step Up to the Plate? Apply below!