Director, Venue Product Operations

Summary:

The Director of Product Operations at Cosm will oversee the operation and operational readiness of the digital products and services supporting both Cosm Venues and our B2B partner venues. This team ensures peak performance by providing eyes on glass, boots on the ground, and robust monitoring tools. As a vital member of the broader Product Team, this role collaborates with Product Management, Product Design, and Program Management to continuously evolve Cosm’s digital offerings.

The Product Operations team includes AV Operators, who manage the displays delivering the Cosm Experience, and Incident Response Analysts (IRAs), who monitor display performance during venue operating hours.

This role is responsible for creating and maintaining standard operating procedures, implementing observability tools, and developing clear escalation paths to ensure a consistent and exceptional Cosm-worthy Experience across all venues. Strong leadership, creative problem-solving, and a hands-on approach are essential to success in this position. The position requires strong leadership, creative thinking, and a willingness to get in the weeds.

Responsibilities:

• Work with Product leadership to shape the Cosm Operator role for our Cosm Venues.  The people in these roles are at the controls of the applications we leverage to present the Cosm Experience.  
• Develop a robust, high-performing Operations Center team made up of IRAs who relentlessly monitor and report on Cosm display performance.  
• Develop Operator standards, event runbooks, and system best practices.
• Oversee Operator and IRA training.  Coordinate with Talent Success team and others to implement.
• Ensure training materials and operational playbooks/runbooks are kept current.
• Gather Operator feedback and point this feedback towards product development teams to further strengthen Cosm display applications. 
• Partner with Venue IT to cleanly launch application enhancements. 
• Partner with Marketing, Venues, and Production staffs to evolve the Cosm Experience.
• Partner with Venue Operator Managers, and work with Talent Acquisition, Product Ops, and Venue leadership to hire Cosm-worthy Operators and IRAs. 
• Support special events and custom corporate events.

Experience:

• 10+ years of leadership experience managing real-time operations teams, technical product teams, or engineering teams
• Strong technical skills, with a deep understanding of video delivery, content management tools, and observability tools. 
• Expert-level experience in building and managing real-time monitoring solutions and concepts
• Experience utilizing data to refine software development life cycles, improve system performance, and track key metrics for continuous improvement.
• Experience leading operational and strategic initiatives and partnering effectively on cross-functional projects
• Experience working within and building an Operations Center supporting 24/7 digital products and services. 
• Outstanding communication skills. 
• Experience building teams and fostering a sustainable team culture. 
• Remarkable attention to detail and an ability to thrive in a creative, deadline-driven environment
• Experience with operations in sporting, entertainment, or theatrical events
• This role requires frequent travel, including out-of-state travel, particularly during the construction of new venues. Travel is estimated to account for approximately 35% of annual working days.
• This position will support Operators working during live events at night and during the weekend. 

The annualized base salary range for this position in California is $160,000 to $215,000. The base salary offered will factor in internal equity and may also vary depending on the candidate's geographic region, job-related knowledge, skills, and relevant experience, among other factors.