The TEAM The Global Client Support & Operations organization builds a global support and operations center of excellence, applying shared processes, tools, and best practices across regions to deliver exceptional employee, fan, and client experiences. Education & Training is a competitive differentiator for our clients and a growth pathway for our employees. We create timely, accessible, and scalable learning experiences that align to a broader curriculum and help people use our products, processes, and resources with confidence. Our teams are accountable for high‑quality product education, market expertise, and support for product and feature launches. We use global standards in the design, development, and delivery of learning materials and offerings, while partnering closely with regional teams to meet local business needs.
The JOB As an Instructional Designer on the Global Education & Training team, you will design and develop modern, scalable learning solutions for Event Programming employees across North America. You will translate complex event lifecycle processes, from event creation and ticketing through event day, into clear, engaging, and performance focused learning experiences. Working closely with Education & Training colleagues, trainers, subject‑matter experts, and cross‑functional stakeholders, you will own assigned learning projects from discovery and design through development, launch, measurement, and continuous improvement. You will support implementation of the education strategy for onboarding and ongoing learning, balancing global standards with North America business and learner needs. This is a hands‑on instructional design role. You will recommend and create the right solution for the need, including e-learning, virtual and instructor‑led materials, videos, job aids, process documentation, infographics, and other performance‑support resources. You will bring curiosity, sound judgment, and constructive challenge to improve how our people learn and work.
WHAT YOU WILL BE DOING:
Design, develop, and maintain engaging learning programs and materials that support employees across North America.
Apply adult learning theory and instructional design principles to analyze needs, define learning objectives, and create effective learning solutions.
Partner with trainers, subject‑matter experts, and regional stakeholders to translate complex products, processes, and best practices into clear, usable learning experiences.
Own assigned projects from discovery through launch, including project planning, stakeholder communication, quality assurance, and post‑launch evaluation.
Create and refresh learning assets across appropriate formats, such as e‑learning, virtual and instructor‑led materials, videos, job aids, process documentation, infographics, and support content.
Partner with trainers to define learning measures, review learner feedback and performance data, and recommend improvements to programs and materials.
Edit and review new and existing learning materials to uphold Education & Training standards for accuracy, consistency, clarity, accessibility, and learner experience.
Collaborate with global Education & Training colleagues to share best practices, reuse scalable resources, and maintain a unified learning experience.
Manage priorities independently in a fast‑paced environment, identify critical next steps, and raise thoughtful questions that strengthen learning solutions.
Extend learning‑design support to LATAM initiatives and stakeholders as business needs and team priorities require.
REQUIRED QUALIFICATIONS:
3+ years of experience designing and developing adult learning solutions, including e-learning, instructor‑led, virtual, blended, or performance‑support resources.
Demonstrated knowledge and application of adult learning theory and instructional design principles.
Portfolio or work samples that demonstrate instructional design, learning experience design, and visual communication skills.
Experience managing multiple learning projects, organizing complex source material, and working with subject‑matter experts and cross‑functional stakeholders.
Strong written, verbal, analytical, and project‑management skills, with exceptional attention to detail.
Ability to quickly learn technical or operational information and adapt it for non‑technical learners.
Ability to work independently while collaborating effectively with diverse, geographically distributed teams.
Fluency in English.
PREFERRED QUALIFICATIONS:
Experience designing learning for operational, product, systems‑based, or technical audiences.
Experience in live entertainment, ticketing, events, client support, or similarly fast‑paced operational environments.
Experience using learner, performance, or business data to evaluate and improve learning solutions.
Experience designing accessible and inclusive learning experiences for diverse audiences.
Bachelor’s degree in Instructional Design, Learning Technology, Education, Communications, UX Design, or a related field; equivalent relevant experience will also be considered.
Experience working with North America stakeholders and collaborating across global teams.
Professional fluency in Spanish.
TOOLS AND TECHNICAL SKILLS Experience with one or more e‑learning authoring tools, such as Articulate Storyline, Adobe Captivate, or similar platforms.
Working knowledge of common content‑development and collaboration tools, such as Microsoft 365, Adobe Creative Cloud, Camtasia or Premiere, Zoom, Confluence, and Salesforce; specific tools are preferred, not required.
Ability to apply visual design principles to learning materials, including the effective use of images, graphics, and video.
Comfort learning new systems, tools, and technical concepts quickly.
WHAT SUCCESS LOOKS LIKE:
Employees can find, understand, and apply the knowledge needed to perform critical tasks with confidence. Learning solutions are accurate, engaging, accessible, scalable, and aligned with global Education & Training standards. Stakeholders experience clear communication, reliable project ownership, and practical recommendations. Learner feedback and performance measures inform ongoing improvements to onboarding and continued learning.
LIFE AT TICKETMASTER Ticketmaster is part of Live Nation Entertainment, the world’s leading live entertainment company. Our vision is to connect people around the world to the live events they love. We are guided by reliability, teamwork, integrity, and belonging. We are committed to creating an inclusive environment where people can bring their full selves to work and thrive.
LIFE AT TICKETMASTER We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company. Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you. Our work is guided by our values: Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen. Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.
