Customer Success Director for Global Operations

4 days ago

Atlanta, Georgia, United States StubHub Full time
Global Customer Success Director

At StubHub, we are seeking a highly skilled Customer Success Director to lead our global customer service and operations team. As a key member of our leadership team, you will be responsible for driving strategic initiatives to deliver exceptional customer experiences and results.

With 10+ years of operations leadership experience, preferably in customer service, you will have advanced analytical, verbal, and written communication skills. You will also possess demonstrated leadership and influential capabilities, with the ability to drive a positive culture. Additionally, you will be proficient in functional/technical skills, such as internet applications, office applications, and internal tools.

This role is based in Atlanta, GA, and requires up to 20% travel to our offices in New York, Los Angeles, Limerick, and other international partner sites. You will lead teams in some of these locations.

About This Role:

  • Lead strategic initiatives to improve top-line KPIs, such as customer satisfaction, service levels, first contact resolution rates, and cost per contact.
  • 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 to ensure high eNPS and reduced attrition.
  • Be a transformation champion, leading a large global organization through constant evolution with resilience and exceptional performance.
  • Leverage data and insights to drive the department roadmap.
  • Build relationships across the organization (Product, Tech, Data, WFM, Operations, etc.) to remove barriers to team success.
  • Provide meaningful and quantifiable customer feedback that drives improvements to our customer experience.
  • Act as a culture ambassador; actively embody the StubHub cultural values while encouraging others to do the same.
  • Encourage and promote decision making and accountability at all levels.

About You:

  • 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.
  • Data-Obsessed - Be inquisitive, root all decisions in data, and ensure its integrity.
  • Operational and Organization Design – Map out and design an organization and support structure that leads to outsized performance results.
  • 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.
  • 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 We Offer:

  • $150,000 - $200,000/year salary, plus bonuses based on performance.
  • A comprehensive benefits package, including 401k and premium Health, Vision, and Dental Insurance options.
  • Paid Time Off, allowing you to manage your schedule and recharge as needed.
  • 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.

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