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StubHub is seeking a Director of Global Workforce Optimization to lead workforce planning and productivity measurement across the full support organization, encompassing both in-house and outsourced operations. This role owns the strategic translation of volume forecasts and service targets into headcount and capacity plans, recommending the optimal mix of internal and external delivery models.
Key responsibilities include:
- Developing and executing global workforce strategies, including forecasting, headcount planning, scheduling, and real-time analysis
- Owning the development and negotiation of outsourced partner contracts, including pricing structures, SLAs, and performance terms
- Defining and reporting on productivity metrics such as occupancy, utilization, and handle time to ensure efficient resource deployment
- Continuously evaluating prospective outsourcing partners to maintain an active vendor pipeline that improves service capability, geographic coverage, or cost structure
- Defining enterprise KPIs and analytical frameworks to support Global Operations leadership in key labor decisions
- Leading location strategy, workforce planning, and data modeling for both in-house and outsourcing initiatives
- Creating frameworks and governance tools to support long-term workforce strategy
- Collaborating with HR, finance, and cross-functional teams on data-driven decision-making
- Developing and overseeing intake, analysis, and delivery processes for new site locations, service changes, and staffing needs
- Acting as a culture ambassador, embodying and promoting StubHub's values
The role is based in Atlanta with up to 20% travel required to offices in New York, Los Angeles, Limerick, and other international partner sites. You will lead teams across some of these locations. This is a full-time position requiring schedule flexibility, with potential nights and weekends as needed.
