Director, Regional Education NA​/LATAM

Director, Regional Education NA/LATAM

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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 Global Support & Operations Organization builds a center of excellence by applying processes, tools, and best practices across all regions to achieve the highest levels of employee, fan, and client satisfaction.
Within this organization, the Education and Training team delivers industry‑accurate, accessible, and empowering support, knowledge, and education resources to enable employees and clients to work confidently and achieve maximum business value from Ticketmaster’s products and tools.

• 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 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.

• Bilingual – Spanish preferred.
• Demonstrate a high level of business acumen and a strong track record in leading operational or training teams in a similar business context, such as the 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 the ability to provide vision and leadership in cross‑functional business teams.
• Excellent problem‑solving skills with a keen eye for root cause and the ability to define sound strategy to fix issues.
• Continuous improvement…