Product Manager - Customer Success New York, New York, United States

Stubhub; New York (NY); On-site; USD 120,000 - 175,000; Full time

Job summary

An innovative company is on the lookout for a dynamic Product Manager to join the Customer Success team. This role is pivotal in enhancing customer experiences and driving product quality through data-driven insights and creative solutions. You'll collaborate with talented engineers, designers, and data scientists to develop intuitive product experiences that millions rely on. If you thrive in a fast-paced environment and are passionate about improving customer journeys, this opportunity offers a rewarding challenge in a hybrid work setting that prioritizes your growth and well-being. Join a team that values diversity and fosters collaboration!

Benefits

Accelerated Growth Environment

Top Tier Compensation Package

Flexible Time Off

Comprehensive Benefits Package

Team-Building Events

Qualifications

• 3+ years of product management experience in consumer web or mobile products.
• Excellent communication skills for diverse audiences.

Responsibilities

• Drive product area within the Customer Experience ecosystem.
• Collaborate with cross-functional teams to enhance product features.

Skills

Product Management

Data Analysis

Communication Skills

Collaboration

Hypothesis-driven Experimentation

Education

BS or MS in STEM, Economics, or Psychology

Tools

Analytics Tools

Product Management Software

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 seeking for a Product Manager to join the Customer Success team. The Customer Success team owns the end-to-end support experience, ensuring fans have a great experience attending events and resolving any issues that may arise. We are at the forefront of StubHub's mission to become the global destination for live event experiences, designing and delivering a world-class post-purchase journey through intuitive product experiences that millions of fans depend on every day.

We are driven by our obsession with understanding customer pain points and addressing them through innovative solutions. This includes improving product quality, introducing self-help tools, leveraging AI-powered solutions and automation to simplify the customer journey. We ensure seamless support across all channels, offering effortless transitions from web-based support to call centers for those who prefer speaking with an agent.

Serving a global fan base across 60+ regions and 30 languages, we prioritize delivering localized, personalized experiences. Our commitment to diversity of thought and transparency of impact fuels our cross-functional collaboration among product, engineering, data, and operations experts. Every team member has an equal voice in ideation and access to insights, ensuring we continually push boundaries to elevate the post-purchase experience.

This is a hybrid work opportunity located in New York, NY. We have a 3-day in-office and 2-day remote schedule.

What You'll Do

• Drive an independent product area within the Customer Experience ecosystem
• Work collaboratively with engineers, designers, copywriters and data scientists and foster a common team identity rooted in customer and business success
• Foster creative and innovative feature ideation within the team and stimulate participation from all members
• Develop roadmaps that balance short-term optimization with long-term strategic bets and investments
• Develop frameworks to prioritize features based on sound estimations of business value and complexity
• Utilize hypothesis-driven experimentation (multivariate testing) to understand cause and effect without bias
• Analyze user data and make sound inferences to answer questions and support decision-making
• Develop fluency in the underlying architecture, codebase and technologies of the product platform

What You've Done

• 3+ years of product management experience in consumer web or mobile (native) products
• Record of using analytics to support decision-making
• Excellent written and verbal communication; ability to present to diverse non-technical audiences
• BS or MS in STEM, Economics, Psychology or close equivalent required

What We Offer

• Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.
• Top Tier Compensation Package: Enjoy a rewarding compensation package that includes enticing stock incentives, aligning with our commitment to recognizing and valuing your contributions.
• Flexible Time Off: Embrace a healthy work-life balance with unlimited Flex Time Off, providing you the flexibility 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 where your professional and personal growth are celebrated.

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: $120,000 - $175,000 USD

About Us

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.

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.