Senior Director, Fan Support Latam

Job description

Job Summary: JOB DESCRIPTION: Senior Director Location: Brazil Division: Ticketmaster Fan Support Line Manager: Vice President, Fan Support Contract Terms: Permanent, Fixed Term, 40 hours per week THE TEAM The Fan Support team at Ticketmaster cares passionately about every fan interaction across our marketplace, especially those that involve our customer support teams. As the world’s leading ticketing company, we are committed to setting the standard for a great fan experience by delivering exceptional service, eliminating customer pain points, and driving best-in-class interactions with our brands. THE JOB The Senior Director LATAM is responsible for leading Fan Support strategy and operations across the Latin America region, providing strong regional oversight, market partnership, and executional leadership to improve the fan experience. This role works directly with LATAM Managing Directors, local market leaders, and global Fan Support teams to align priorities, identify risks and opportunities, and escalate market needs with clear recommendations and follow-through. The position is accountable for driving governance, operational excellence, service performance, and continuous improvement across LATAM markets, using fan feedback, performance data, market insights, and business priorities to strengthen outcomes for fans, teams, and the business. As a regional leader, the Senior Director LATAM will help shape scalable solutions, support global alignment, and build a culture of accountability, collaboration, innovation, and service excellence. WHAT YOU WILL BE DOING • Serve as the regional Fan Support leader for Latin America, providing strategic direction, operational oversight, and consistent leadership across LATAM markets. • Partner directly with LATAM Managing Directors and local market leaders to understand business priorities, fan impacts, market-specific challenges, and opportunities to improve the end-to-end support experience. • Act as the primary escalation point between LATAM markets and global Fan Support leadership, ensuring risks, blockers, compliance needs, operational gaps, and business opportunities are surfaced quickly with clear recommendations and follow-through. • Drive strong governance through weekly, monthly, and quarterly business reviews, using data, fan feedback, market insights, and performance trends to create visibility, accountability, and action-oriented decision making. • Ensure high-quality service delivery and operational excellence across digital and non-digital support channels, with a focus on improving CSAT, FCR, quality, SLA performance, backlog health, and overall fan outcomes. • Partner with Workforce Planning, Resource Management, Quality, Training, Reporting, Product, Technology, Legal, and local Operations teams to align staffing, processes, tools, compliance requirements, and market readiness. • Lead continuous improvement initiatives that simplify workflows, reduce customer pain points, improve agent effectiveness, and create scalable best practices across LATAM markets. • Identify regional trends, emerging risks, event-driven impacts, and market opportunities, translating them into clear business cases, action plans, and escalation paths for global support and investment. • Represent global Fan Support locally by influencing alignment, strengthening market partnerships, and ensuring global standards are applied in a way that reflects LATAM business needs and local market nuances. • Build, coach, and develop high-performing teams by setting clear expectations, reinforcing accountability, supporting talent development, and creating a culture of collaboration, ownership, and service excellence. • Acknowledge and escalate employee relations matters to the appropriate internal or third-party HR stakeholders while ensuring consistent adherence to applicable policies, practices, and local market requirements. • Travel locally and internationally as needed to strengthen market relationships, support operational consistency, and ensure effective execution of regional and global priorities. WHAT YOU NEED TO KNOW (QUALIFICATION AND TECHNICAL SKILLS) • Minimum of 6+ years of customer support, contact center, or operations leadership experience, with demonstrated experience leading multi-market or regional teams. • Strong understanding of Fan Support operations, service delivery, workforce planning, quality, training, reporting, and performance management in a fast-paced, high-volume environment. • Proven ability to partner with key stakeholders to align priorities, influence outcomes, and drive execution across diverse markets. • Experience identifying, escalating, and resolving operational risks, compliance needs, customer pain points, and market-specific challenges with clear recommendations and follow-through. • Ability to use data, fan feedback, market insights, and performance trends to assess business impact, create action plans, and drive continuous improvement across CSAT, FCR, quality, SLA, backlog, and overall fan outcomes. • Strong governance and business review experience, including the ability to lead weekly, monthly, and quarterly operating rhythms that create visibility, accountability, and timely decision making. • Ability to organize and manage multiple projects, priorities, escalations, and market initiatives simultaneously while delivering results on time. • Excellent problem-solving, organizational, and communication skills, with a solution-oriented approach and strong commitment to quality, performance, and service excellence. • Strong people leadership skills, including the ability to coach, develop, influence, and build high-performing teams in a collaborative and accountable culture. • Must be fluent in both English and Spanish, including verbal and written communication in both languages. YOU (BEHAVIOURAL SKILLS) ▪Rock Solid Reliability – Must be able to earn the trust of clients, co-workers and fans; by setting clear expectations; delivering high quality work on time and on task. Must be willing to take the time to do things right. ▪Act with Integrity – As a leader I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely. 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. EQUAL EMPLOYMENT OPPORTUNITY We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas. We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodation that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis. HIRING PRACTICES The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.