Senior Product Manager - Internal Tools & AI Workflows, Customer Success

Stubhubinc; New York (NY); Hybrid; USD 175,000 - 270,000; Full time

Benefits offered by this job

Accelerated Growth

Top Tier Compensation

Flexible Time Off

Comprehensive Benefits

Job summary

StubHub is seeking a Senior Product Manager to lead the internal tools and automation platform powering its global operations and customer success teams. Hybrid in New York, NY with 3 days in office and 2 days remote, you will own the operating system for complex customer and seller workflows, delivering context, guidance, and tools for quick, reliable resolutions.

You will drive vision, strategy, and roadmaps for internal tooling, while defining metrics, building reusable platform capabilities,

Qualifications

• 5+ years of product management experience building complex workflow, operations, or platform products.
• Track record owning product strategy and execution across multiple user groups and technical systems.
• Deep analytical fluency with ability to simplify complex systems for senior leaders.
• Proven ability to influence across Product, Engineering, Operations, Finance, Legal, and Analytics.
• People leadership experience or commitment to coaching and developing talent.
• Experience applying AI, machine learning, automation, or decision-support tech to critical workflows.
• Preferred: experience building products to resolve complex customer issues.

Responsibilities

• Set the vision, strategy, and roadmap for StubHub's internal tools platform.
• Reimagine resolution workflows across Global Customer Success.
• Define success metrics aligned with customer success and business outcomes.
• Build feedback loops turning frontline signals into actionable insights.
• Create reusable platform capabilities for shared workflow and decisioning needs.
• Partner with Engineering, Design, Data Science, Analytics, Operations, and business leaders from discovery through rollout.

Skills

Product management

Strategy & execution

Leadership

AI & automation

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.

In order to enable millions of users to explore, interact with, and participate in live events worldwide, we’re seeking aSenior Product Manager to lead the internal tools and automation platform that powers StubHub's global operations centers and thousands of customer success agents.

Location: Hybrid (3 days in office / 2 days remote) – New York, NY

What You’ll Do:

You will own the operating system for StubHub's most complex customer and seller problems. Your job is to give thousands of human and AI agents the context, guidance, and tools to reach the right resolution quickly and consistently – turning internal tooling into a strategic platform for customer trust.

• Set the vision, strategy, and roadmap for StubHub's internal tools platform.
• Reimagine resolution workflows across Global Customer Success.
• Define success metrics from the ground up that align with customer success and core business outcomes.
• Build feedback loops that turn customer issues and frontline signals into actionable insights for the broader business.
• Create reusable platform capabilities rather than one-off tools, enabling multiple teams to solve shared workflow and decisioning needs.
• Partner with Engineering, Design, Data Science, Analytics, Operations, and business leaders from discovery through rollout.

What You’ve Done:

• 5+ years of product management experience building complex workflow, operations, or platform products.
• A track record of owning product strategy and execution across multiple user groups and technical systems.
• Deep analytical fluency and exceptional ability to simplify complex systems for senior leaders.
• Demonstrated success leading through influence across Product, Engineering, Operations, Finance, Legal, and Analytics.
• People leadership experience or a clear commitment to coaching and developing talent.
• Experience applying AI, machine learning, automation, or decision-support technology to high-stakes operational workflows.
• Preferred: Experience in building products to resolve complex customer issues.

What We Offer:

• Accelerated Growth Environment: 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: Competitive base, equity, and upside that tracks with your impact.
• Flexible Time Off: Enjoy unlimited Flex Time Off, giving you the flexibility to manage your schedule and take time to 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.

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

$175,000 — $270,000 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.

For California Residents: California Job Applicant Privacy Notice found here.

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.