Director, Regional Education NA​/LATAM

Director, Regional Education NA/LATAM

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 aims to build a center of excellence that applies best practices across all regions. This role is part of the Education and Training team, responsible for delivering the industry’s most accurate, accessible, and empowering support, knowledge, and education resources to employees and clients worldwide.

The Education and Training team builds foundational product knowledge and grows mastery of our technology and products, enabling employees and clients to work confidently and derive maximum business value.

In this role you will design, deliver, and manage the educational roadmap for clients (Promoters, Venues, Artists, Clubs, etc.) and employees (Event Programming, Client and Technical Support) in NA/LATAM markets. You will partner with market leadership to deliver training, maintain content accuracy, and support regional projects while meeting established OKRs and relevant goals.

• Provide strategic leadership for regional communication and collaboration, managing market-specific resources and supporting local initiatives.
• Partner closely with regional operations leaders to understand 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.
• 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.
• Maintain a 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 and provide regular updates to executive leadership.
• Build and cultivate excellent client and inter‑departmental relationships.
• Demonstrate in‑market fluency with operational processes, business practices, and region‑specific service models.
• Provide guidance and mentorship to direct reports and team members, promoting performance and professional growth.
• Promote teamwork in compliance with company values, policies, and procedures.
• Achieve high scores in employee engagement across the regional operations team.
• Act as a key stakeholder with local teams on winning new clients or renewing existing clients by partnering on 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.
• Strong business acumen and a proven track record leading operational or training teams in a live‑entertainment and ticketing environment.
• 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 assimilate new product releases, policy changes, and market requirements and translate them into training and enablement strategies.
• Excellent written and verbal communication skills – must be fluent in English; fluency in a second language preferred.
• Proven experience building and maintaining strong stakeholder relationships and leading cross‑functional teams.
• Excellent problem‑solving skills with a keen eye for root cause analysis and strategy development.
• Continuous improvement leadership, championing a lean learning strategy by eliminating inefficiencies and…