Senior Director, Global Training and Education

Job Summary:

JOB DESCRIPTION – SENIOR DIRECTOR OF GLOBAL Training and education

Location: North America, Occasional travel required.

Division: Ticketmaster Global

Line Manager: Fan Experience EVP, Global  

Contract Terms: Permanent, Fixed Term, 40 hours per week (if full time)

THE TEAM

At Ticketmaster Fans come first. We care passionately about our fan’s interaction with our service channels and as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience. We support and guide fans by delivering exceptional service because live only happens once. 

THE JOB

Reporting to the EVP, the Senior Director of Learning and Education role will be part of the Fan Support teams. This role will play an integral part in our long-term objectives to deliver a best-in-class experience for our fans. Working closely with the operational teams this role will be instrumental in defining, delivering all Learning interventions with laser focus on assuring the Quality standards are met.

Leading the Fan Support teams to assure we have the right tools, training and quality to drive the global Fan Support agent of the future. Working closely with the operational teams this role will be instrumental in defining and implementing the Knowledge, Training and Quality strategies and driving this agenda across all sites from design to delivery across all teams within the onshore and offshore estates. 

You will develop and deliver effective Agent Support Solutions that satisfy all operational and legal training requirements ensuring that they are planned, delivered, recorded and quality checked as well as ensuring all business wide talent initiatives are successfully embedded within the operational areas, whilst leading on governance, operating within our new ways of working approach

You will obtain and evaluate information both internally and externally, identifying any threats and opportunities to ensure ongoing initiatives continue to deliver, as well as identifying and recommending opportunities for new initiatives.

WHAT YOU WILL BE DOING

Leadership

• This role has direct responsibility for three department leads and indirect responsibility for a minimum of fifteen analysts, and dotted line responsibility with the outsource teams
• Direct responsibility for the team includes recruitment, performance management, absence management pay and reward decisions and team development.
• Set direction for the function across multi-disciplines to ensure high standard of capabilities enabling subject matter expertise across Ticketmaster
• Responsible for managing the partnership with BPO key support functions to set up the contact centers for success. 

Training and Knowledge

• Induction and successful onboarding of Fan Support colleagues and all further upskill sessions.
• Leading the Training and Knowledge strategy to develop a robust program of interventions to ensure our agents understand the operational processes and can deal with fan queries effectively.
• Define/implement practices for all learning and development delivered by our Fan Support teams, leading with robust governance processes, aligned with the delivery of our strategy
• Ensure knowledge is relevant, maintained & aligned to brand and consistently written.
• Design build and deliver an annual refresher program for all of FS encompassing regulatory, legal and complex products.
• Work with the business to research, recommend and potentially deliver knowledge and learning solutions in line with requirements.
• Working with the Fan Support operations to ensure that Programs, Change and BAU training requirements are delivered on time and in an effective manner with trainers certified to deliver to TM standards
• Provide timely, robust and appropriate MI that demonstrates the effectiveness of all learning interventions.

Quality & Assurance

• Development of a Quality Framework that provides insight into how we are delivering against resolving Fan queries
• Track issues in the Quality monitoring tools and analyze the results to support priority of improvement initiatives.
• Provide automated Quality insight for legal, compliance elements of fan queries e.g. (PCI, DPA)
• Lead the team to assess independently and without bias, monitoring the right sample of queries to fully understand the Voice of the Fan
• Working with the knowledge and training teams to optimize their content and create new learning interventions as needed to meet Fan performance metrics
• Working with outsourcer and operation providing quantifiable data that provides coaching opportunities.
• You will be accountable for t