Director, Regional Education NA​/LATAM

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

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.

In this role as Director, NA/LATAM Regional Education you are responsible for the design, delivery, and ongoing 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.

• 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…