GCS Sr. Knowledge Management Specialist

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.

As a key member of the Global Customer Service (GCS) Enablement team, the Senior Knowledge Management Specialist will play a critical role in driving the accuracy, accessibility, and impact of StubHub's global knowledge ecosystem. This individual will lead proactive investigations, audits, and improvement initiatives that strengthen how customer-facing and internal teams access and apply accurate guidance across all business areas. The Senior Specialist will work cross-functionally with partners in Operations, Product, Training, Fraud, Payments, Legal, ECC, and CIRT to identify and close knowledge gaps, validate content accuracy, and deliver measurable ROI through data-driven insights. Success in this role will require exceptional analytical skills, strong cross-functional collaboration, and the ability to manage multiple priorities across time zones in a fast-paced environment.

This is a full-time position, working M-F with occasional flexibility required to accommodate evenings, weekends and/or holidays based on business needs.

What You'll Do:

• Lead proactive initiatives ranging from AI tool auditing and knowledge quality tracking to workflow and policy improvement projects.
• Conduct structured investigations to identify gaps between documented workflows, leadership expectations, and actual tool behavior.
• Coordinate with stakeholders across the business to validate workflows, align expectations, and resolve inconsistencies.
• Perform regular Knowledge Base audits to ensure full coverage across contact reasons and operational processes.
• Translate investigative findings into validated, publishable Knowledge Base articles, policy guidance, and cross-functional communications.
• Use operational data (call driver volumes, QA insights, escalation patterns, SME feedback, Knowledge search data) to identify improvement opportunities, implement change, and measure ROI (resolution rate, handle time, escalation reduction).
• Support investigations, communications, and urgent knowledge updates during U.S. business hours to ensure continuity and timely execution.
• Act as a central point of contact for key stakeholders for the KM team, ensuring prompt response to information gaps or process changes.
• Track systemic issues, audit outcomes, and project metrics, providing visibility to KM leadership.
• Recommend and implement improvements to tools, workflows, and knowledge delivery systems.

Who You Are:

• Curiosity & Ownership: Eager to get into the details, explore how our products, policies, and tools work, and take full ownership of assigned investigations and improvements.
• Problem Solving: Enjoys hands-on work, identifying root causes, and developing clear, actionable solutions to complex operational problems.
• Customer Focus: Curious and empathetic toward the end-user experience-from our customers to our agents and internal teams. Cares deeply about how users encounter issues and is driven to create meaningful, data-informed changes that improve outcomes with measurable impact.
• Analytical Thinking: Uses data and feedback to guide decisions, identify patterns, and measure the impact of improvements.
• Collaboration & Communication: Communicates clearly and confidently across all levels, translating findings into actionable insights. Instinctively understands their audience and adapts communication style naturally.
• Adaptability: Thrives in a fast-paced environment, balancing short-term tasks with long-term projects and strategic goals.
• Continuous Learning: Eager to deepen understanding of our systems, processes, and policies to build stronger, more accurate resources. Acts as an early adopter of new technologies, staying aligned with industry-wide advancements to identify innovative solutions and keep StubHub's knowledge at the leading edge.

What You've Done:

• 4-6 years of experience in Knowledge Management, Process Improvement, Operations, or Technical Writing.
• Proven ability to analyze operational data (QA, call drivers, escalations) to identify and address systemic issues.
• Strong communication and stakeholder management skills; experienced in cross-functional collaboration.
• Excellent writing and editing skills, with the ability to simplify and document complex workflows.
• Demonstrated success leading investigations or improvement projects that delivered measurable outcomes.
• Experience with content management systems (e.g., Salesforce Knowledge) and knowledge audit frameworks.
• Proficiency with reporting or data visualization tools (e.g., Tableau, SQL, Power BI) is desired.
• Background in AI content validation, auditing, or analytics is a plus.
• Bachelor's degree in Communications, Information Systems, Technical Writing, or a related field preferred.

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 pay is one component of StubHub's total compensation and competitive benefits package, which includes 401(k), paid time off, paid parental leave, and comprehensive health benefits.

Base Range

$82,500-$82,500 USD

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 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.

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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.

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