Strategy & Operations Associate - Global Customer Success
StubHub
$110,000 - $130,000 / year
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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.
As a Strategy & Operations Associate, you’ll help make that operation work better. You’ll find the questions that matter, turn messy data into useful decisions, and work with teams to put improvements into practice. One project might help leaders plan staffing for a surge in demand; another might reveal why service quality is changing or make customer interactions easier to learn from at scale.
This is a role for someone who wants to own meaningful problems from the first question through the result. You’ll work across Customer Success, Product, Data, and Technology, with visibility into decisions made by senior leaders. Your work will shape both the customer experience and how a large global team operates.
What You’ll Do:
- Make performance easier to understand. Connect data on customer outcomes, service quality, productivity, staffing, and training so teams can see what is happening and decide what to do next.
- Build tools for better decisions. Develop forecasts and capacity models that help leaders plan headcount, schedules, budgets, and partner support across channels and markets.
- Turn insight into improvement. Study customer interactions and operational results, identify opportunities, and work with the teams responsible for quality, coaching, training, and knowledge to test changes.
- Put AI and automation to useful work. Prototype ways to reduce manual reporting, evaluate interactions at scale, and give teams faster access to reliable information. Help turn promising ideas into processes people can use.
- Own ambiguous projects end to end. Define the problem, test the data, recommend a path, bring stakeholders together, and follow through on implementation and results.
- Create shared ways of working. Establish practical metrics, definitions, dashboards, and review routines that help internal teams and global partners act on the same information.
- Experience solving operational or strategic problems and helping implement the solution. Backgrounds in business operations, analytics, consulting, customer operations, or similar work can all be relevant; roughly 2–5 years of experience is a useful guide.
- Strong SQL and spreadsheet skills, plus experience building dashboards or other tools that help people make decisions.
- The ability to work with imperfect data: check its quality, find the signal, explain uncertainty, and make a sound recommendation.
- Curiosity about AI and automation, with experience using these tools to improve a reporting process, workflow, or analysis.
- Clear communication and the ability to move work forward across teams without waiting for every question to be neatly defined.
- Care for both sides of an operational decision: the experience customers receive and the people and resources required to deliver it.
- 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.
Benefits
- 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.
About this role
StubHub's Global Customer Success organization handles a massive operation—thousands of people across multiple markets and international partners—and this role sits at the center of making it work better. As a Strategy & Operations Associate, you'd own problems end to end: identifying what matters, extracting signal from messy data, and working with teams to implement improvements. One week you might build a capacity model to help leaders plan staffing during demand surges; the next you could be analyzing customer interactions to spot training gaps or prototyping automation to reduce manual reporting. You'll have real visibility into senior leadership decisions and direct influence over both customer experience and how a global team operates.
The role demands someone with 2–5 years of experience in operations, analytics, consulting, or similar work who can move fluidly between SQL queries, spreadsheet analysis, and dashboard building. You need comfort working with imperfect data—checking quality, finding the signal, and making sound recommendations despite uncertainty—plus hands-on experience using AI and automation to improve processes. Equally important is the ability to navigate ambiguity, communicate clearly across teams, and balance two sides of every operational decision: what customers experience and what it takes to deliver it.
This is a hybrid position based in Atlanta with occasional travel (up to 20%) to offices in New York, Los Angeles, Limerick, and other locations. The role requires schedule flexibility, including potential nights and weekends. StubHub offers competitive base salary ($110,000–$130,000), equity, unlimited flex time off, and comprehensive benefits including 401(k) and health coverage, positioned as part of an environment designed for rapid skill development and the autonomy to run experiments at scale.
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Pay for this role
$110,000 to $130,000 per year
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