Director, Global Customer Success

Stubhubinc; Atlanta (GA); On-site; USD 225,000 - 250,000; Full time

Benefits offered by this job

Accelerated growth environment

Top tier compensation package

Generous Paid Time Off

Comprehensive benefits package (401k,

Team-building events

Job summary

StubHub is seeking a Global Customer Service Director based in Atlanta, GA, with up to 20% travel to offices in New York, Los Angeles, and beyond. You’ll lead managers, supervisors, and agents worldwide, shaping strategy to deliver exceptional customer service and results in a fast-paced environment.

Nights/weekends may be required. You will build relationships across functions, drive transformation, and champion StubHub culture while focusing on engagement, performance, and customer

Qualifications

• Experience in leading large-scale operations teams.
• Proven ability to drive performance metrics and KPIs.
• Strong communication and relationship-building skills.

Responsibilities

• Ideate and deliver strategic initiatives to improve top-line KPIs.
• Measure and improve secondary KPIs for leadership performance.
• Coach senior leadership to build trust and reduce attrition.
• Lead a large global organization through ongoing evolution with high performance.
• Leverage data to drive the department roadmap.
• Collaborate across Product, Tech, Data, and Operations to remove barriers.
• Provide actionable customer feedback to improve experience.
• Embody and promote StubHub's cultural values.
• Encourage decision making and accountability at all levels.

Skills

Strategic Leadership

Strategic Thinking

Analytical

Change Management

Performance Management

Communication

Problem Solving

Team Building

Customer Focus

Adaptability

Tools

Internet applications

Office applications

Internal tools

Job description

StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we’re here to delight them all the way from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.

StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events worldwide. We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you’ll thrive in our environment where the rewards are highly motivating.

The Global Customer Service Director is responsible for leading customer service and operations for a line of business consisting of managers, supervisors, and agents worldwide. In this role, you will own the strategic direction and execution to transform the team with the outcome of delivering exceptional service and results. Success in this role requires a strategic mindset, strong leadership abilities, and a passion for exceeding customer expectations. The ideal candidate will have a proven track record of driving results in a fast-paced, dynamic environment.

This is a full-time position requiring flexibility in terms of schedule. Nights and/or weekends may be required based on the needs of the business.

This role is based in Atlanta, GA and up to 20% travel will be required to our offices in New York, Los Angeles, Limerick, and other international partner sites. You will lead teams in some of these locations.

What You’ll Do

• Ideate, execute, and deliver strategic initiatives that meaningfully improve top line KPIs (i.e customer satisfaction, service levels, first contact resolution rates, and cost per contact).
• Measure and improve secondary KPIs to drive individual and leadership performance in alignment with company objectives.
• Coach and develop senior leadership to build trusting employee relationships to ensure high eNPS and reduced attrition.
• Be a transformation champion. Lead a large global organization through constant evolution with resilience and exceptional performance.
• Leverage data and insights to drive the department roadmap.
• Build relationships across the organization (Product, Tech, Data, WFM, Operations, etc) to remove barriers to team success.
• Provide meaningful and quantifiable customer feedback that drives improvements to our customer experience.
• Act as a culture ambassador; actively embody the StubHub cultural values while encouraging others to do the same.
• Encourage and promote decision making and accountability at all levels.

Who You Are

• Strategic Leadership - Ability to develop and implement strategic initiatives to achieve organizational goals and drive performance excellence.
• Strategic Thinking - Ability to anticipate future challenges and opportunities and develop proactive strategies to address them.
• Anayltical – Data-Obsessed, be inquisitive, root all decisions in data and ensure its integrity.
• Operational and Organization Design – Map out and design an organization and support structure that leads to outsized performance results
• Change Management - Experience leading organizational change initiatives and driving adoption of new processes and procedures.
• Performance Management - Demonstrated ability to set and monitor performance metrics and KPIs to drive continuous improvement and achieve results.
• Communication - Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization, including executives, department heads and external partners.
• Problem Solving - Strong analytical and problem-solving skills to identify root causes of issues and develop effective solutions. Also, must challenge the status quo and an openess to being wrong.
• Team Building - Skill in building and fostering a collaborative and inclusive team environment that promotes engagement and accountability.
• Customer Focus - Commitment to prioritizing the needs and satisfaction of customers in all decision-making and actions.
• Adaptability - Ability to thrive in a fast-paced and dynamic environment, with the flexibility to adapt to changing priorities and business needs.

What You’ve Done

• 10+ years of operations leadership experience is preferred (Bonus for customer service experience).
• Advanced analytical, verbal and written communication skills
• Demonstrated leadership and influential capabilities with the ability to drive a positive culture.
• Proficient in functional/technical skills; Internet applications, office applications, internal tools.
• Strong familiarity with running a large-scale and global operations team (300K contacts/month).
• Strong out of the box problem solving and decisive decision-making abilities. See a path that others don’t see.
• Strong ability to lead, coach, motivate, inspire, and empower others to deliver excellence

What We Offer

• Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you can scale your career.
• Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
• Paid Time Off: Generous Paid Time Off, allowing you to manage your schedule and recharge as needed.
• Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options.
• Team-Building Events: Engage in vibrant team events that foster camaraderie and collaboration, creating an atmosphere for celebrating your professional and personal growth.

The anticipated gross base pay range is below for this role. Actual compensation will vary depending on factors such as a candidate’s qualifications, skills, experience, and competencies. Base annual salary is one component of StubHub’s total compensation and competitive benefits package, which includes equity, 401(k), paid time off, paid parental leave, and comprehensive health benefits.

Salary Range

$225,000 — $250,000 USD

StubHub is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. Come join our team for a front-row seat to the action.

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We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.