Customer Education Manager

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events – from concerts and festivals to sports and theater – at some of the most iconic venues in the world. Since our founding in 2011, we’ve consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.

We’re passionate about improving the fan experience and providing game-changing solutions for our clients, and we’re always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment.  

The Role

The Customer Education Manager turns highly technical information into simplified, presentations and multimedia content. They produce engaging and informative learning experiences that range from live training, video tutorials and course work development for the AXS user platform community that supports product/feature delivery and advanced software techniques. They support ed-tech platforms used for learning community and track user engagement.

What Will You Do?

• Design and develop innovative solutions for web-based presentations and digital learning (job-aids, facilitator guides, slide decks, e-learning, web, video, interactive content, etc.)
• Collaborate closely with product owners, project managers, business analysts and other subject matter experts to gain an in-depth understanding of our product, procedures, or other materials to be converted into training and e-learning.
• Supports / implements ed-tech platforms, ensuring the infrastructure permits users to find the right information, at the right time, in the right way.
• Analyzes & reports on the effectiveness of training and e-learning activities to measure and/or improve quality of training through modifications.
• Manages e-learning, video, multi-media content library.
• Conduct both live and recorded presentations and webinars.
• Support product, program roll out activities as it relates to content development, communications, and general preparedness.
• Work closely with cross functional stakeholders to determine key focus areas for advanced software training opportunities.
• Works with appropriate counterparts to ensure a consistent look, style, voice, tone, message, and brand across all product content.

What Will You Bring?

• BA/BS Degree (4-year) in Ed-Tech (education technologies), Communications or related field.
• 4+ Years of Experience in instructional design, training, ticketing or related field
• Experience as a trainer or e-learning designer in ticketing or computer software industry
• Experience working in a software development environment
• Strong presentation skills both live and recorded
• Strong technical aptitude; ability to learn new concepts and tools quickly
• Organized and detail-oriented with a dedication to accuracy
• Ability to thrive in a fast-paced and changing environment and meet deadlines; adaptable to quickly shifting priorities
• Comfortability with Learning Management Systems, creating evaluations/quizzes, and managing in-app training products
• Working knowledge with screen capture / editing software
• High proficiency using SharePoint, G-Suite, Zoom, Jira, Confluence

Pay Scale: $69,397- $86,520

Bonus: This position is eligible for a bonus under the current bonus plan requirements. 

Benefits: Full-time: We offer a comprehensive benefits package that includes: medical, dental and vision insurance, paid holidays, vacation and sick time, company paid basic life insurance, voluntary life insurance, parental leave, 401k Plan (with a current employer match of 3%), flexible spending and health savings account options, and wellness offerings.

What’s in it for You?

• Extraordinary People – we’re not kidding!
• Meaningful Mission– Helping revolutionize an industry and deliver better experiences for fans and clients around the world.
• Development and Learning – Opportunities for learning and leveling up through training and education reimbursement.
• Community & Belonging –A range of Employee Resource Groups (ERGs) that foster connection, inclusion, and professional growth. Access to meaningful volunteer opportunities and community engagement programs to make a positive impact beyond the workplace.

Curious about the typical interview process for this position? Here's what to expect:

• Stage 1: 20-30 min virtual interview (Recruiter)
• Stage 2: 45- 60-min virtual interview (Hiring Manager)
• Stage 3: Product Education Exercise
• Stage 4:  60-min Team interview 
• Stage 5: 45- 60-min Final Onsite interview

*This schedule may be subject to change.

More about AXS

AXS, a subsidiary of AEG, sells millions of tickets each year for over 500 premier venues, sports teams, and event organizers across North America, Europe, Asia, Australia and New Zealand. Clients include First Avenue, USGA, Red Rocks Amphitheatre, Crypto.com Arena, Coachella, Stagecoach, The O2, and B.League (Japan).

Headquartered in Downtown Los Angeles, California, AXS employs more than 500 professionals in multiple locations worldwide. In each location you’ll find a team of dedicated, diverse employees (we’ve dubbed ourselves “Fanatix”) who create groundbreaking products and services in a fun, fast-paced environment. 

To learn more about our culture and values, visit: https://solutions.axs.com/careers/

More about AEG

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

We are dedicated to a diverse, inclusive and authentic workplace, so if you’re excited about this role but can't "check every box" in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles.

We’re an equal opportunity employer and never discriminate based on gender, age, race, religion, color, national origin, sexual orientation, marital status, veteran status, or disability status. 

AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship.  AEG may require an employee to perform duties outside their normal description.