GCS Senior Manager - High Impact Customer Service
StubHub
Salary undisclosed
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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.
What You'll Do:
- Develop and implement strategic initiatives to optimize departmental performance, enhance the customer experience, and achieve organizational goals.
- Lead and mentor a team of customer service managers and supervisors, providing guidance, support, and professional development opportunities.
- Set and monitor departmental KPIs and service level agreements, identifying areas for improvement and implementing strategies to drive performance excellence.
- Partner with analytics resources and leverage available data to identify trends and opportunities that increase resolution rates and reduce customer contacts.
- Collaborate with cross-functional teams to identify opportunities for process improvements and implement solutions to enhance efficiency and effectiveness.
- Ensure adherence to company policies and procedures, as well as compliance with regulatory requirements.
- Monitor industry trends and best practices to identify opportunities for innovation and service enhancements.
- Prepare and present regular reports on departmental performance, including key metrics, insights, and recommendations, to senior leadership.
- Foster a culture of accountability, collaboration, and continuous improvement within the customer service team.
- Additional duties as assigned.
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.
- 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.
- 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:
- 5+ years' experience in customer service-related industry preferred.
- 4+ years of experience in a customer service leadership or a related role, with demonstrated success.
- Proven track record of leading teams to achieve and exceed performance targets
- Demonstrated analytical skills, with comfortability extracting insights from data
- Experience working in a performance-driven culture is a plus.
- Proficiency in Microsoft Office and CRM software
- Certification in customer service management or relevant training programs is desirable.
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.
Benefits
- 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.
About this role
At StubHub, this role puts you at the helm of a customer service operation that directly impacts millions of ticket buyers and sellers globally. You'll oversee the strategic direction and daily operations of the department while leading a team of managers and supervisors, reporting to the Head of Global Customer Service. The position blends hands-on leadership with big-picture thinking—you'll develop performance initiatives, mentor your team, monitor KPIs against service level agreements, and collaborate across functions to streamline processes and improve resolution rates. Success means balancing data-driven decision-making with a genuine commitment to customer satisfaction in a fast-paced, results-oriented environment.
This opportunity suits someone with at least four years in customer service leadership who thrives on driving measurable performance improvements. You'll need strong analytical skills to extract insights from data, excellent communication across all organizational levels, and the ability to lead change initiatives and build collaborative teams. Experience in a performance-driven culture and familiarity with CRM software and Microsoft Office are important. The role is based in Atlanta on a hybrid schedule (three days in office, two remote), primarily day shift Monday through Friday, though occasional evening and weekend flexibility may be required.
StubHub emphasizes career growth, competitive compensation, and comprehensive benefits including generous PTO, 401k, and health, vision, and dental coverage. This is a full-time position designed for someone ready to shape how a global platform serves live event experiences at scale.
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Pay for this role
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