Job Summary:

INSTRUCTIONAL DESIGNER, APAC REGIONAL EDUCATION

Location: Melbourne, Australia 

Division: Global Education and Training, Support and Operations

Line Manager: Director, Regional Education APAC

Contract Terms: Permanent, 38 hours per week

THE TEAM

The Global Support and Operations organization works to build a global center of excellence where consistent processes, tools, and best practices improve the experience for employees, fans, and clients worldwide.

The Global Education and Training team supports this mission by delivering accurate, accessible, and empowering learning programs that build product confidence and operational excellence. Through clarity, simplicity, and a learner-first mindset, we transform education into a strategic advantage for our markets and a growth path for our employees.

Our focus is to deliver high quality product education, strengthen market expertise, and support key product and feature rollouts. The team applies global standards to the design and delivery of all learning content so users across all regions can train efficiently, optimize product usage, and expand their knowledge at scale.

THE JOB

In this role, you will contribute to the evolving education strategy by designing, documenting, and delivering learning solutions that strengthen understanding of core processes and Ticketmaster products across the region. You will help ensure that employees and clients have the knowledge and resources they need to work confidently from event creation through event day.

You will collaborate with regional leaders and global education peers to capture and document key workflows, support internal teams through structured training, and facilitate high-level client education. You will play an active role in aligning local practices with global standards while ensuring content reflects regional needs.

Success in this role requires curiosity, strong analytical thinking, and the ability to translate complex information into clear, audience-appropriate learning. You will work proactively, communicate effectively, and contribute to a culture of continuous improvement.

WHAT YOU WILL BE DOING

• Identify, document, and maintain technical product information by building clear training content, knowledge articles and courses for employees and clients.

• Partner with market leaders to refine and update standard processes as efficiencies are identified.

• Facilitate internal training to ensure teams understand documented workflows and operational expectations, delivered in person or via Zoom.

• Develop and deliver train-the-trainer programs that strengthen internal product knowledge and support effective client enablement.

• Collaborate with the global education team to maintain and update content on the client-facing Support Community website.

• Work closely with subject matter experts and cross-functional teams to provide feedback on content clarity, user experience, and learning effectiveness.

• Review and edit existing training materials to uphold high standards of accuracy, tone, and consistency.

• Manage responsibilities and priorities in a fast-paced environment while maintaining clear communication with stakeholders.

• Ask thoughtful questions, challenge assumptions, and contribute creative ideas that help evolve the education strategy.

• Create learning materials that meet or exceed educational standards and support scalable adoption.

• To adhere to quality management, safety and environment company policies

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

You will be required to demonstrate a high level of business acumen together with a strong track record of experience in leading operational or training teams in a similar business context as live entertainment and ticketing industry.

• Experience in training, facilitation, adult learning, or a closely related field.

• Background in a technical discipline such as engineering, IT, product, or similar preferred.

• At least three years of experience in facilitation or the development of learning programs and materials.

• Degree in Instructional Design, Education, Communications, English, UX Design, or a related field preferred.

• Proficiency with MS Word, Excel, and PowerPoint.

DESIRED EXPERIENCE

• Experience in software product training, instructional design, or training needs analysis.

• Experience creating user documentation such as guides and how-to resources.

• Knowledge of Ticketmaster systems and an understanding of the live entertainment, concert, or sports industries.

• Experience with e-learning authoring tools including Articulate Storyline, Adobe Captivate, Lectora, or Camtasia.

• Understanding of continuous improvement, process analysis, and best practices in training operations.

• Familiarity with tools including SharePoint, Confluence, Asana, and Miro.

• Degree in Business, Education, or related field.

• Additional languages are a plus.

YOU (BEHAVIOURAL SKILLS)

The following attributes determine how the role will be carried out and are required to be a success:

Intellectual

• Strong problem-solving and time management skills.

• Ability to analyze and organize complex information.

• Demonstrated creativity and willingness to propose innovative solutions.

• Excellent verbal and written communication skills with strong attention to detail.

• Ability to prioritize and manage multiple projects in a fast-paced environment.

Interpersonal

• Strong presentation and facilitation skills, with the ability to communicate product and process in formation clearly.

• Ability to work effectively with colleagues at all levels of the organization.

• Strong interpersonal and organizational skills, with experience working across diverse teams.

• Comfortable asking challenging questions and collaborating across departments to shape impactful programs.

• Ability to work independently while also contributing to a collaborative team environment.

Motivation

• Self-driven with the ability to manage priorities in a time-critical environment.

• Passion for quality, user experience, and the impact of education.

• Creative, flexible, and open to adapting as business needs evolve.

• Ability to identify critical next steps and move work forward efficiently.

Technical

• Experience with tools such as Microsoft Office Suite, Camtasia, Adobe Creative Suite, Zoom, and Salesforce.

• Strong computer proficiency, including experience with macOS.

• Ability to quickly learn technical concepts and translate them for non-technical audiences.

• Understanding of visual design principles for images, graphics, and video.

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.

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