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StubHub is seeking a Director of Global Customer Success to lead customer service and operations across a global organization. This role owns the strategic direction and execution of customer service delivery, managing teams of supervisors and agents worldwide across multiple locations including Atlanta (primary), New York, Los Angeles, Limerick, and other international sites. Up to 20% travel is required.
Key responsibilities include:
- Developing and executing strategic initiatives to improve customer satisfaction, service levels, first contact resolution rates, and cost per contact
- Coaching and developing senior leadership to build trusting relationships, improve employee engagement (eNPS), and reduce attrition
- Leading organizational transformation through constant evolution while maintaining exceptional performance
- Leveraging data and insights to drive the department roadmap and make data-driven decisions
- Building cross-functional relationships with Product, Tech, Data, Workforce Management, and Operations teams to remove barriers to success
- Providing quantifiable customer feedback that drives improvements to customer experience
- Serving as a culture ambassador, embodying and promoting StubHub's values
- Encouraging decision-making and accountability at all organizational levels
The ideal candidate brings 10+ years of operations leadership experience with demonstrated expertise in strategic leadership, change management, performance management, and team building. You should be analytical and data-obsessed, with strong problem-solving skills and the ability to challenge the status quo. Excellent communication skills across all organizational levels are essential, along with a customer-first mindset and adaptability in fast-paced environments. This is a full-time position with flexibility required, including potential nights and weekends based on business needs.
