Job Summary:

Director, NA/LATAM REGIONAL EDUCATION

Division: Education and Training, Support and Operations

Line Manager: SVP Global Education and Training

Contract Terms: Permanent, Fixed Term, 40 hours per week with potential for up to 10% travel

THE TEAM

Global Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe to achieve the highest levels of employee, fan & client satisfaction.

The Education and Training team, a vertical of this organization, has an on-going mission to deliver the industry’s most accurate, accessible, and empowering support, knowledge, and education resources to enable our employees and our clients to work confidently, solve problems independently, and get the most business value from our tools. With clarity and simplicity as our guiding principles, we turn education into a strategic advantage and a competitive edge.

Our clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients’ needs. We then apply our own ticketing technology to help our clients innovate in their offering and ticketing strategies. The Education and Training team builds the foundational product knowledge and grows the mastery of our users on our technology and products.

THE JOB

In this role as Director, NA/LATAM Regional Education you are responsible for the design, delivery, and on-going management of the educational roadmap for clients (Promoters, Venues, Artists, Clubs, etc.) and employees (Event Programming, Client and Technical Support) in established and emerging markets located in the region.

You will partner with market leadership to design and deliver training and performance support, maintain the accuracy of your region’s community content and support regional specific projects. You are accountable to meet established OKRs and relevant goals.

As part of this role, you will be part of teams that are responsible for ensuring client satisfaction, maintaining and improving service quality standards, enhancing employee performance and engagement, and continuously driving service cost efficiencies. This is a hands-on role that will require a mix of strategic thinking, operational and business acumen, and client facing experience.
To deliver outstanding results, you must be an experienced, lean-minded, results-driven leader capable of defining strategy and providing direction to your teams.  To succeed, you will demonstrate outstanding leadership skills, a strong knowledge of market education needs, and a desire to develop a culture of learning.

WHAT YOU WILL BE DOING

• Provide strategic leadership for regional communication and collaboration, managing market-specific resources and supporting local initiatives.
• Partner closely with regional operations leaders to understand real-time operational constraints, new product releases, policy shifts, and emerging client patterns that inform training design.
• Direct the work of regional instructional designers and trainers, aligning their efforts with an agreed upon roadmap to meet evolving market needs.
• Lead the design and implementation of education and training programs, including live sessions, LMS courses, and product materials tailored to regional demands.
• Build a scalable community of practice that streamlines subject matter knowledge, communications, and training into a system for building product competence and improving employee performance.
• Maintain a scalable, multilingual knowledge base and client facing community that enhances product support and employee performance.
• Develop and execute adoption strategies that increase client engagement with community platforms, supporting broader enablement goals.
• Monitor training metrics, content utilization, and feedback to inform regional strategies, while providing regular updates to executive leadership on program impact.
• Build and cultivate excellent client and interdepartmental relationships.
• Demonstrate current, in-market fluency with operational processes, business practices, and region-specific service models, ensuring training programs reflect the most recent workflows, standards, and client expectations.
• Provide guidance and mentorship to direct reports and team members, to promote good performance, rigor and professional growth.
• Ensure and promote teamwork in compliance with company values, policies and procedures.
• Strive to obtain highest scores in employee engagement across the regional operations team.
• Be a key stakeholder with the local teams on winning new clients or renewing existing clients by partnering with the business on the proposal and tender processes.
• Lead the planning and execution of local client training events.
• Continuously evaluate regional operational maturity and identify gaps in readiness, documentation or processes that impact training and client delivery.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)

• Bilingual - Spanish - preferred
• 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.
• Up-to-date expertise with modern service operations, client lifecycle processes, and current tools used across live entertainment, ticketing, or similar SaaS-driven environments.
• Ability to quickly assimilate new product releases, policy changes, and market requirements and translate them into training and enablement strategies.
• Strong written and verbal communication skills - must be fluent in English. Fluency in a second language is preferred.
• Proven experience in building and maintaining strong stakeholder relationships and ability to provide vision and leadership in cross-functional business teams.
• Excellent problem-solving skills with good eye to spot root cause and define sound strategy to fix.
• Continuous improvement leadership - champions a lean learning strategy by identifying and eliminating inefficiencies in training programs, while cultivating a high-impact, service-oriented culture that empowers both facilitators and learners.
• Innovative and flexible approach – thrive to find solutions outside the box and balance quick/workaround options with permanent, documented solutions.
• Highly analytical, with the ability to summarize great amount of information to drive precise conclusions, and with experience defining operations performance and success metrics and KPIs.
• Demonstrated ability to interpret operational data, client behavior patterns, support trends, and product changes to design training that reflects current-state realities rather than legacy practices.

YOU (BEHAVIOURAL SKILLS/COMPETENCIES) 

• Proven success and experience delivering excellent leadership across a wide multi-cultural international team.
• Experience leading training programs that bridge complex business operations with client-facing requirements, ensuring alignment with current operational standards—not legacy practices.
• Strong background in collaborating directly with operations, product, and client services teams to translate real-time market needs into scalable enablement programs.
• Understanding of the life cycle of events and operations processes and services: Event build, event maintenance, client support, access control, etc. is a bonus.
• Experience in developing strategies to uplift the service to clients, maximizing client satisfaction, increasing loyalty and optimizing available resources.
• Bachelors degree in Adult Education, Training, Instructional Design, Psychology, or relevant experience.
• Exception communication, storytelling, and presentation skills
• Recent hands-on experience working within fast-evolving operational environments, preferably where products, client needs, and workflows change frequently.

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

• Carefully weighs the impact of a broad range or related issues or factors to prioritize action and allocate resources accordingly
• Makes high quality decision in a timely manner, under high pressure situations (onsales and entry operations), considering the immediate and long-term consequences of decisions.
• Asks appropriate questions to ensure full understanding, to generate new ideas and innovative solutions.
• Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.
• Organizes time effectively, ensuring there is appropriate time to plan for future needs, maximizing the use of available resources.
• Clearly conveys goals and expectations to others; steps forward to confront difficult issues.
• Paves the way for change, diminishes fear and persuades others to let go of resistance.
• Demonstrates ethical behaviors.
• Not accept the status quo, working with a sense of urgency to deliver better results
• Relationship Management & Collaboration: building and fostering strong trust-based relationships with clients and internal partners across the organization. Ability to network effectively up, down and across the business.
• Intuitive and empathetic

BENEFITS & PERKS

Through our ‘Taking Care of Our Own’ program, we provide benefits across six key pillars:

• HEALTH: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)
• YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
• WEALTH: 401(k) program with company match, stock reimbursement program
• FAMILY: New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support
• CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
• OTHERS: Volunteer time off, crowdfunding match

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our mission at Ticketmaster is to connect people around the world to the live events they love. Ticketmaster is the world’s largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centers and theaters, Ticketmaster processes 550 million tickets per year across 35+ different countries.

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 - Fans and clients count on us to power their live event experiences and we rely on each other to make it happen.

Teamwork – While we celebrate individual achievements, we know have more success as 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 EMPLOYMENT OPPORTUNITY

We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. 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. 

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, intersectionality, 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, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process.  Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

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.