Director, Global Customer Success

About StubHub

StubHub is dedicated to transforming the live event experience worldwide. Whether it's a fan attending their first event or their hundredth, StubHub aims to provide a seamless journey from ticket search to event entry. This dedication extends to sellers, from individual fans to promoters of major tours, ensuring StubHub is the safest and easiest platform globally for ticket transactions.

As a rapidly expanding organization, StubHub values innovation, collaboration, trust, inclusion, and a culture centered on success. We seek entrepreneurial individuals ready to embrace challenges and contribute actively to our mission.

Role Overview

The Global Customer Service Director will oversee worldwide customer service operations, managing a team of managers, supervisors, and agents. The role demands strategic leadership to drive initiatives that enhance service quality and operational performance. It requires a visionary mindset, strong leadership skills, and a passion for exceeding customer expectations in a dynamic environment.

Key Responsibilities

• Design and implement strategies to improve primary KPIs such as customer satisfaction, service levels, first contact resolution, and cost-efficiency.
• Monitor and advance secondary KPIs aligned with company goals to boost individual and team performance.
• Develop senior leadership teams by fostering trust and reducing employee turnover through engagement.
• Lead organizational transformation efforts, maintaining resilience and top performance amid change.
• Utilize data-driven insights to shape departmental roadmaps and initiatives.
• Collaborate cross-functionally with Product, Technology, Data, Workforce Management, and Operations teams to eliminate obstacles.
• Deliver actionable customer feedback to enhance the overall customer experience.
• Champion company culture and values, promoting accountability and decision-making across all levels.

Candidate Profile

• Strong strategic leadership capabilities to formulate and deploy impactful initiatives.
• Exceptional strategic thinking to foresee challenges and opportunities, devising proactive solutions.
• Analytical mindset prioritizing data integrity and informed decision-making.
• Expertise in organizational design and operational effectiveness to achieve superior outcomes.
• Proven experience in change management and performance monitoring to drive continuous improvement.
• Outstanding communication skills for clear engagement with diverse stakeholders, including executives and partners.
• Excellent problem-solving skills, readiness to challenge norms, and openness to feedback.
• Ability to cultivate an inclusive, collaborative team culture that encourages responsibility.
• Customer-centric focus, with adaptability to thrive in fast-moving settings.

Experience and Qualifications

• Over 10 years of leadership in operations, preferably with customer service experience.
• Advanced analytical skills coupled with strong verbal and written communication abilities.
• Demonstrated capacity to influence culture positively and lead at scale.
• Proficient with internet and office applications, as well as internal tools.
• Experience managing large, global operations (~300,000 contacts monthly).
• Creative problem solver with decisiveness and innovative thinking.
• Skilled at motivating and empowering teams to achieve excellence.

Additional Information

This is a full-time onsite role based in Atlanta, GA, with flexibility required, including potential night and weekend shifts. Up to 20% travel to offices in New York, Los Angeles, Limerick, and international partner sites is expected, overseeing teams in some of these locations.

Compensation and Benefits

• Opportunity for accelerated professional growth within a dynamic environment.
• Competitive salary and comprehensive benefits including health, vision, dental insurance, and 401k.
• Generous paid time off for work-life balance.
• Engaging team-building activities fostering a strong collaborative culture.

Diversity and Inclusion

We are committed to equal opportunity employment, valuing diversity and prohibiting discrimination based on legally protected statuses.