Senior Product Manager - Internal Tools & AI Workflows, Customer Success
Job description
<div class="content-intro"><p>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.</p></div><p><span data-contrast="auto">In order to enable millions of users to explore, interact with, and participate in live events worldwide, we’re seeking a <strong>Senior Product Manager</strong> <span class="TextRun SCXW171291266 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW171291266 BCX0">to lead the internal tools and automation platform that powers StubHub's global operations centers and thousands of customer success </span><span class="NormalTextRun CommentStart CommentHighlightPipeRest CommentHighlightRest SCXW171291266 BCX0">agents.</span></span></span></p>
<p><span data-contrast="auto"><strong>Location: </strong><span data-contrast="none">Hybrid (3 days in office / 2 days remote) – New York, NY</span></span></p>
<p><strong>What You’ll Do:</strong></p>
<p><span data-contrast="auto">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.</span><span data-ccp-props="{"134245418":true,"335559739":200}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none"><span data-ccp-parastyle="List Bullet">Set the vision, strategy, and roadmap for StubHub's internal tools platform.</span></span></li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="1" data-aria-level="1"><span data-ccp-parastyle="List Bullet">Reimagine resolution workflows across Global Customer Success.</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="1" data-aria-level="1"><span data-ccp-parastyle="List Bullet">Define success metrics from the ground up that align with customer success and core business outcomes.</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="1" data-aria-level="1"><span data-ccp-parastyle="List Bullet">Build feedback loops that turn customer issues and frontline signals into actionable insights for the broader business.</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="1" data-aria-level="1"><span data-ccp-parastyle="List Bullet">Create reusable platform capabilities rather than one-off tools, enabling multiple teams to solve shared workflow and decisioning needs.</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="1" data-aria-level="1"><span data-ccp-parastyle="List Bullet">Partner with Engineering, Design, Data Science, Analytics, Operations, and business leaders from discovery through rollout.</span><span data-ccp-props="{"201341983":0,"335559685":720,"335559739":160,"335559740":280}"> </span></li>
</ul>
<p class="isSelectedEnd"><strong>What You’ve Done:</strong></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="none"><span data-ccp-parastyle="List Bullet">5+</span></span><span data-contrast="none"><span data-ccp-parastyle="List Bullet"> years of product management experience building complex </span><span data-ccp-parastyle="List Bullet">workflow</span><span data-ccp-parastyle="List Bullet">, operations, or platform </span></span><span data-contrast="none"><span data-ccp-parastyle="List Bullet">products.</span></span></li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="7" data-aria-level="1"><span data-ccp-parastyle="List Bullet">A track record</span><span data-ccp-parastyle="List Bullet"> of owning product strategy and execution across multiple user groups and technical systems.</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="7" data-aria-level="1"><span data-ccp-parastyle="List Bullet">Deep analytical fluency and exceptional ability to simplify complex systems for senior leaders.</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="7" data-aria-level="1"><span data-ccp-parastyle="List Bullet">Demonstrated success leading through influence across Product, Engineering, Operations, Finance, Legal, and Analytics.</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="7" data-aria-level="1"><span data-ccp-parastyle="List Bullet">People</span><span data-ccp-parastyle="List Bullet"> leadership experience or a clear commitment to coaching and developing talent.</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="7" data-aria-level="1"><span data-ccp-parastyle="List Bullet">Experience applying AI, machine learning, automation, or decision-support technology to high-</span><span data-ccp-parastyle="List Bullet">stakes</span><span data-ccp-parastyle="List Bullet"> operational workflows.</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="7" data-aria-level="1"><span data-ccp-parastyle="List Bullet">Preferred: Experience in building products to resolve complex customer issues.</span></li>
</ul>
<p><span data-contrast="auto"><strong>What We Offer</strong>:</span></p>
<ul>
<li><strong>Accelerated Growth Environment</strong>: An environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.</li>
<li><strong>Top Tier Compensation Package</strong>: Competitive base, equity, and upside that tracks with your impact.</li>
<li><strong>Flexible Time Off</strong>: Enjoy unlimited Flex Time Off, giving you the flexibility to manage your schedule and take time to recharge as needed.</li>
<li><strong>Comprehensive Benefits Package</strong>: Prioritize your well-being with a comprehensive benefits package, featuring 401k, and premium Health, Vision, and Dental Insurance options.</li>
</ul>
<p> </p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>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. </p></div><div class="title">Salary Range</div><div class="pay-range"><span>$175,000</span><span class="divider">—</span><span>$270,000 USD</span></div></div></div><div class="content-conclusion"><div><strong>About Us</strong> </div>
<div>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. </div>
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<div>For California Residents: California Job Applicant Privacy Notice found <a class="postings-link" href="https://img.vggcdn.net/webresources/PDF/Privacy_Notice_for_Job_Applicants_California.pdf">here</a></div>
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<div><strong>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.</strong><strong><br></strong></div></div>