Director, Regional Education NA/LATAM

Ticketmaster

25d

About The Position

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.

Requirements

• 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.
• 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 related field.
• 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

Nice To Haves

• Master’s preferred.
• Understanding of the life cycle of events and operations processes and services: Event build, event maintenance, client support, access control, etc. is a bonus.

Responsibilities

• 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.

Benefits

• 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)
• Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
• 401(k) program with company match, stock reimbursement program
• New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support
• Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
• Volunteer time off, crowdfunding match

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees