Director, Regional Education

Job Description

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
THE TEAM
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.
THE JOB
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 s/ucceed, you will demonstrate outstanding leadership skills, a strong knowledge of market education needs, and a desire to develop a culture of learning.
WHAT YOU WILL BE DOING
• 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.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)
• 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.
YOU (BEHAVIOURAL SKILLS/COMPETENCIES)
• 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 enab

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Jobcode: Reference SBJ-868m36-216-73-216-26-42 in your application.