StubHub - Head of Global Customer Success
Requirements
• Location: Hybrid (3 days in office/2 days remote) – Atlanta, GA
Responsibilities
• Leadership & Team Development • Lead and develop a talent dense multi-layered team (managers, supervisors, and agents), fostering a culture of feedback and accountability, innovation, and continuous improvement • Build AI fluency within leadership layers, enabling managers to effectively adopt and lead tech-enabled workflows • Drive change management efforts to ensure successful adoption of AI tools and new ways of working at scale • Strategic Direction & AI Transformation • Define and execute the long-term vision for the call centers, including a clear roadmap for AI, automation and improving the quality of human support, to drive a paradigm shift • Identify opportunities to leverage AI to improve both quality and efficiency • Partner with Product, Data and Engineering teams to design, pilot, and scale AI-driven solutions • Balance automation with human interaction to ensure a seamless, high-quality customer experience • Operational Excellence • Oversee daily operations to ensure service levels, quality standards, and efficiency targets are consistently met and optimized • Improve and monitor customer satisfaction metrics across both human and automated touchpoints • Use data and AI-driven insights to optimize workflows, reduce handle times, and improve first-contact resolution. • Continuously refine processes by integrating automation and intelligent routing. • What You've Done • What You've Done • 10+ years in call center or customer operations, with 5+ years in senior leadership roles • Demonstrated experience leading digital transformation or AI/automation initiatives in a customer support environment • Proven ability to lead and develop large teams through change and technology adoption • Track record of creating and successfully implementing forward thinking, innovative solutions that scale • Strong analytical mindset with the ability to translate data into actionable strategy • Experience providing customer service both internationally and levering BPOs is a meaningful plus • Bachelor’s degree from a top tier institution
Benefits
• Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you can scale your career. • Accelerated Growth Environment: • 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. • Paid Time Off: • Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options. • 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. • For California Residents: California Job Applicant Privacy Notice found here
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