Global Customer Success Director

2 days ago

Atlanta, Georgia, United States StubHub Full time
Job Description

At StubHub, we're on a mission to redefine the live event experience on a global scale. We're looking for a talented Global Customer Success Director to lead our customer service and operations team, driving exceptional service and results worldwide.

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. The role is based in Atlanta, GA, and up to 20% travel will be required to our offices in New York, Los Angeles, Limerick, and other international partner sites.

Key Responsibilities
  • Develop and execute strategic initiatives to improve top-line KPIs, such as customer satisfaction, service levels, and first contact resolution rates.
  • Measure and improve secondary KPIs to drive individual and leadership performance in alignment with company objectives.
  • Coach and develop senior leadership to build trusting employee relationships, ensuring high eNPS and reduced attrition.
  • Lead a large global organization through constant evolution, demonstrating resilience and exceptional performance.
  • Leverage data and insights to drive the department roadmap.
  • Build relationships across the organization to remove barriers to team success.
  • Provide meaningful and quantifiable customer feedback to drive improvements to our customer experience.
  • Act as a culture ambassador, embodying the StubHub cultural values and encouraging others to do the same.
Requirements
  • 10+ years of operations leadership experience, with a preference for customer service experience.
  • Advanced analytical, verbal, and written communication skills.
  • Demonstrated leadership and influential capabilities, with the ability to drive a positive culture.
  • Proficient in functional/technical skills, including Internet applications, office applications, and internal tools.
  • Strong familiarity with running a large-scale and global operations team.
  • Strong problem-solving and decisive decision-making abilities.
  • Ability to lead, coach, motivate, inspire, and empower others to deliver excellence.
What We Offer
  • Accelerated growth environment, designed for swift skill and knowledge enhancement.
  • A top-tier compensation package, including premier benefits and a commitment to recognizing and valuing contributions.
  • Paid time off, allowing you to manage your schedule and recharge as needed.
  • A comprehensive benefits package, featuring 401k and premium health, vision, and dental insurance options.
  • Team-building events, fostering camaraderie and collaboration, and creating an atmosphere for celebrating professional and personal growth.

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