Global Customer Success, Senior Manager - Specialty
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 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 worldwide.
StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events worldwide. We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you’ll thrive in our environment where the rewards are highly motivating.
The Global Customer Service Senior Manager for our Specialty team is responsible for overseeing the strategic direction and day-to-day operations of the customer service department, leading a team of managers and supervisors to deliver exceptional service and drive performance results. Success in this role requires a strategic mindset, strong leadership abilities, and a passion for exceeding customer expectations. The ideal candidate will have a proven track record of driving results in a fast-paced, dynamic environment.
This Senior Manager will lead all global specialty functions including VIP (customers with high value orders receiving white glove, proactive service), ECC (executive escalation resolution), Compliance/Legal/GDPR teams as well as our Incident Response Team.
- This Full-Time position may require weekend, holiday, daytime, and/or evening hours.
- This role will begin as in-office 5 days per week for the first 3-6 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration.
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.
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.
- Team-Building Events: Engage in vibrant team events that foster camaraderie and collaboration, creating an atmosphere for celebrating your professional and personal growth.
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 for events worldwide- from sports to music, comedy to dance, festivals to theater- StubHub offers the safest, most convenient way to buy or sell tickets for the most memorable live experiences. Join our team for a front-row seat to the action.
