Strategy & Operations Associate - Global 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><div>
<p><span data-contrast="auto">We're seeking a Strategy & Operations Associate to improve the systems, data, and operating models behind StubHub's global customer support organization. You'll help thousands across our support organization deliver reliable outcomes through better staffing, training, standards, and performance visibility. </span><span data-ccp-props="{}"> </span></p>
<p><span data-ccp-props="{}"><span class="TextRun SCXW148658408 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW148658408 BCX0">You will build the intelligence and operating systems that help Global Customer Success perform at its best. Working across data, technology, and operations, </span><span class="NormalTextRun SCXW148658408 BCX0">you’ll</span><span class="NormalTextRun SCXW148658408 BCX0"> turn complex problems into scalable solutions for a global workforce of thousands. </span></span><span class="EOP Selected SCXW148658408 BCX0" data-ccp-props="{}"> </span></span></p>
<p><strong><span data-contrast="none">Position Type and Expected Hours of Work:</span></strong><span data-ccp-props="{"335557856":16777215,"335559739":0}"> </span></p>
<p><span data-contrast="none">This is a full-time position requiring flexibility in terms of schedule. Nights and/or weekends may be required based on the needs of the business. </span><span data-ccp-props="{"335557856":16777215,"335559739":0}"> </span></p>
<p><strong><span data-contrast="auto">This role is hybrid in Atlanta, GA, and may require up to 20% travel to company offices in New York, Los Angeles, Limerick, and other international partner locations.</span></strong></p>
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<div><strong>What You'll Do</strong></div>
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<ul>
<li><span data-contrast="auto">Build the single source of truth for customer support performance, connecting service quality, productivity, staffing, training, and customer outcomes. </span><span data-ccp-props="{}"> </span></li>
<li><span data-contrast="auto">Use AI, automation, and rapid prototyping to transform manual reporting and operational processes into faster, smarter, and more scalable systems. </span><span data-ccp-props="{}"> </span></li>
<li><span data-contrast="auto">Develop decision tools that help leaders anticipate demand, deploy the right skills and capacity, and respond quickly during major events and demand spikes. </span><span data-ccp-props="{}"> </span></li>
<li><span data-contrast="auto">Build the forecasting, capacity, and workforce economics models that translate customer demand, productivity, service targets, and cost into clear headcount, staffing, budget, and partner decisions across channels and markets. </span><span data-ccp-props="{}"> </span></li>
<li><span data-contrast="auto">Reinvent how performance improves by translating customer interactions and operational data into sharper quality programs, training curricula, coaching, and knowledge systems. </span><span data-ccp-props="{}"> </span></li>
<li><span data-contrast="auto">Tackle high-impact, ambiguous problems—from emerging performance gaps to new tooling launches—owning the work from problem definition and analysis through recommendation and implementation. </span><span data-ccp-props="{}"> </span></li>
<li><span data-contrast="auto">Design metrics, dashboards, and operating reviews that surface what matters, explain why it is happening, and make the next action clear. </span><span data-ccp-props="{}"> </span></li>
<li><span data-contrast="auto">Establish shared standards, definitions, and feedback loops across internal teams and global outsourcing partners, creating consistency without slowing innovation. </span><span data-ccp-props="{}"> </span></li>
<li><span data-contrast="auto">Partner with Customer Success, Product, Data, and Technology leaders to test new ideas, scale what works, and shape the next generation of customer support at StubHub. </span><span data-ccp-props="{}"> </span></li>
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<div><strong>What You've Done </strong></div>
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<ul>
<li><span data-contrast="auto">2-5+ years in business operations / strategy or consulting </span><span data-ccp-props="{}"> </span></li>
<li><span data-contrast="auto">Strong SQL and spreadsheet skills, plus experience building or maintaining dashboards. </span><span data-ccp-props="{}"> </span></li>
<li><span data-contrast="auto">Experience leveraging AI tools to build, scale, and iterate data reporting and processes. </span><span data-ccp-props="{}"> </span></li>
<li><span data-contrast="auto">Ability to structure ambiguous questions, validate data, identify patterns, and recommend action. </span><span data-ccp-props="{}"> </span></li>
<li><span data-contrast="auto">Strong attention to detail and a commitment to accurate, decision-ready work. </span><span data-ccp-props="{}"> </span></li>
<li><span data-contrast="auto">Ability to coordinate projects across stakeholders and move from analysis to implementation. </span><span data-ccp-props="{}"> </span></li>
<li><span data-contrast="auto">Clear communication, customer-first judgment, curiosity, and ownership in a fast-moving environment. </span><span data-ccp-props="{}"> </span></li>
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<div><strong>What We Offer</strong></div>
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<ul>
<li><strong>Accelerated Growth Environment:</strong> 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.</li>
<li><strong>Top Tier Compensation Package:</strong> Enjoy a rewarding compensation package that includes enticing stock incentives, aligning with our commitment to recognizing and valuing your contributions.</li>
<li><strong>Flexible Time Off:</strong> Embrace a healthy work-life balance with unlimited Flex Time Off, providing you the flexibility to manage your schedule and 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>
<li><strong>Team-Building Events:</strong> Engage in vibrant team events that foster camaraderie and collaboration, creating an atmosphere where your professional and personal growth are celebrated.</li>
</ul>
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<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>$110,000</span><span class="divider">—</span><span>$130,000 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>