Director, Regional Education NA​/LATAM

Director, Regional Education NA/LATAM

Director, Regional Education NA/LATAM – Ticketmaster – full-time, permanent, 40 hours per week with potential for up to 10% travel.

Line Manager: SVP Global Education and Training
Contract

Terms:

Permanent, Fixed Term, Full-time

The Global Support & Operations Organization builds a center of excellence for support and operations worldwide. The Education and Training team delivers accurate, accessible, and empowering support, knowledge, and education resources to our employees and clients. Our mission is to turn education into a strategic advantage and a competitive edge.

As Director, NA/LATAM Regional Education, you are responsible for designing, delivering, and managing 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 partner with market leadership to design and deliver training and performance support, maintain accuracy of community content, and support region‑specific projects.

You are accountable for 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 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.

• Bilingual – Spanish preferred.
• High level of business acumen and proven track record in leading operational or training teams in 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…