Trainer - Ticketing Operations

Ticketek Entertainment Group (TEG) is a Fan Experience Group, powered by digital, data, and technology, and united by a shared purpose – We Partner to Make Life Better Live. With the Fan as our Star, TEG brings together Ticketing (Ticketek, Eventfinda), Entertainment (TEG Live, TEG Sport, TEG Experiences), underpinned by Group capabilities (Ovation, Analytics, AI) to create, promote, and power world-class live entertainment.

We know fans are looking for experiences that turn into the stories they tell for the rest of their lives - the shared connections, the memories that stick and the moments that happen when you live life live.

The Role

The Trainer – Ticketing Operations is responsible for delivering training programs that enhance staff knowledge in the use of the Ticketek ticketing system and related operational functions tools. Reporting to the Director of Ticketing Operations, you will ensure all users have the skills to perform effectively, supporting the rollout of new functionality and contributing to the continuous improvement of ticketing operations nationally.

Please note this position requires regular travel to interstate offices to deliver in-person training sessions and provide on-site support as needed.

Requirements:
Outcomes to Deliver

• Expert Training Delivery: Lead engaging in-person and virtual Ticketing System & Process training for Client Service Teams and platform users to ensure high-level system proficiency.
• Knowledge Management & Documentation: Maintain a central library of system documentation and "how-to" guides, ensuring all materials reflect the latest software updates and operational standards.
• Support Post-Implementation: Provide a robust support mechanism for staff after training sessions are completed, ensuring knowledge is embedded and any follow-up queries are resolved swiftly.
• New Product Readiness: Partner with the Product, Client Service, and Technology teams to coordinate systems and process training for all new product releases and feature updates.
• Capability Gap Analysis: Conduct regular training needs analyses across various teams to identify knowledge gaps and develop targeted interventions to maintain technical competency.
• Strategic Coaching: Serve as the subject matter expert to provide guidance and coaching to team leaders, helping them reinforce best-practice workflows in day-to-day operations.
• Continuous Operational Improvement: Analyse user performance data and training feedback to recommend improvements to existing operational standards and system workflows.

Capabilities to Bring

• Ticketing Expertise: Minimum 2 years’ experience working across a wide range of event builds within a ticketing system environment, with a strong understanding of ticketing system functionality and on-sale processes.
• The Educator’s Mindset: Demonstrated ability to plan, deliver, and evaluate engaging training sessions both in-person and online.
• Grounded Storyteller: Excellent communication and listening skills, with the ability to quickly develop strong relationships and adapt content for diverse audiences.
• Adaptable Hustle: A self-starter who takes initiative and is comfortable driving action when there is ambiguity. You work quickly and accurately in fast-paced environments.
• Analytical Problem Solving: Strong analytic skills with a high level of attention to detail and a focus on delivering results.
• Change Leadership: Able to lead teams through a transformative environment with a proven ability to institute change swiftly and effectively.
• Strategic Analysis: Ability to think strategically, analyse problems and issues, respond creatively, and translate/implement strategy into results.

Other considerations

This position requires regular travel to interstate offices to deliver in-person training sessions and provide on-site support as needed.

Benefits:
Here’s a taste of what TEG offers:

• Complimentary event tickets
• Birthday and volunteering leave
• Wellbeing discounts & flu vaccinations
• Paid parental leave & free employee support (EAP)
• Global rewards and recognition
• Learning, development & career pathways
• A diverse, inclusive, and passionate team

Equal opportunities

TEG is an equal opportunity employer committed to embrace diversity, respect, and care for our people and communities.

If there are any adjustments that need to be made to ensure you have a fair and equitable experience in our recruitment process, please advise us when scheduling your interview.

*Only direct applications will be considered. No recruiters please*