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Specialist, Platform Product

About the position

Monumental Sports & Entertainment (MSE) is a leading integrated sports and entertainment company globally, with a portfolio including professional sports teams, venues, and media properties. MSE is seeking a Platform Product Specialist to support the operational and strategic management of the Monumental+ Platform, with a specific focus on ViewLift and overall Product direction. This role requires meticulous attention to detail, the ability to manage day-to-day operational support, internal communications, and track issue resolution. The Specialist will be responsible for gathering and documenting business requirements, ensuring optimal platform performance, and supporting critical initiatives to enhance user engagement and increase revenue through platform optimization and reliability, aligning with broader direct-to-consumer (DTC) goals.

Responsibilities

Assist with developing and defining strategic plans by evaluating technological capabilities and business needs, with a focus on strengthening DTC offerings and aligning platform initiatives with broader business goals.
Create summaries, reports, and presentations that outline project statuses, identify risks, and performance data relevant to DTC.
Help facilitate meetings with customers and leaders from Marketing, Sales, Programming, Engineering, IT, BI, Content, and other relevant teams to identify and clarify business needs as it relates to ViewLift and other development efforts.
Translate user, team, and business needs into detailed business requirements, and product requirements, including user stories and acceptance criteria.
Engage with members of Monumental Sports Network to refine and prioritize the product backlog, ensuring alignment with business goals.
Maintain comprehensive documentation and clear processess for all initiatives, strategic plans and project phases, from initial requirements gathering to final approved product requirements.
Stay informed on technological advancements and CMS capabilities that could impact the platform or related initiatives, and champion the adoption of new workflows and tools across the broader team.
Serve as the primary point of contact for ticket/bug support related to the ViewLift platform and FreshDesk, addressing issues such as system bugs, UX problems, and performance bottlenecks.
Coordinate daily with the support team at ViewLift to resolve issues in a timely manner.
Develop documentation to better track and monitor tickets/bugs to more easily identify trends and patterns, enabling faster issue resolution.
Monitor platform performance metrics and data flows to ensure they meet predefined benchmarks and business needs.
Analyze data daily to identify trends, anomalies, and areas for improvement in platform functionality and user experience in GA4, GTM, Stripe.
Prepare and present regular reports on platform health and performance to senior management, emphasizing DTC metrics and performance.
Handle general project communications, keeping all parties informed about project statuses, updates, and critical changes.
Conduct workshops and training sessions to help partners understand new features and functionalities of ViewLift.
Other duties as assigned.

Requirements

Bachelor’s degree or equivalent professional experience.
2+ years of experience in product support, digital operations, technical support, or direct-to-consumer media platforms.
Familiarity with digital product management, Quality Assurance testing, and web/app performance analytics tools (e.g., Google Analytics 4, Google Tag Manager, Stripe).
Demonstrated ability to convert customer needs into detailed business/product requirements, user stories, acceptance criteria, and technical process documentation or workflow diagrams.
Strong verbal and written communication skills.
Experience serving as a liaison between cross-functional teams (Programming, Marketing, Business Intelligence) and external vendors or video platform partners.
Ability to monitor platform health metrics, identifying recurring technical anomalies or UX bottlenecks, and turning data into actionable recommendations or executive reports.
Flexibility to work non-standard hours, including evenings, weekends, and holidays as needed to support urgent platform troubleshooting and live broadcast/event stability.

Benefits