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Salary: USD 110,000 - 130,000 / annual
StubHub is seeking a Strategy & Operations Associate to improve the systems, data, and operating models behind the company's global customer support organization. You will help thousands across the support organization deliver reliable outcomes through better staffing, training, standards, and performance visibility.
You will build the intelligence and operating systems that help Global Customer Success perform at its best. Working across data, technology, and operations, you'll turn complex problems into scalable solutions for a global workforce of thousands.
Key responsibilities include:
- Build the single source of truth for customer support performance, connecting service quality, productivity, staffing, training, and customer outcomes.
- Use AI, automation, and rapid prototyping to transform manual reporting and operational processes into faster, smarter, and more scalable systems.
- Develop decision tools that help leaders anticipate demand, deploy the right skills and capacity, and respond quickly during major events and demand spikes.
- Build forecasting, capacity, and workforce economics models that translate customer demand, productivity, service targets, and cost into clear headcount, staffing, budget, and partner decisions across channels and markets.
- Reinvent how performance improves by translating customer interactions and operational data into sharper quality programs, training curricula, coaching, and knowledge systems.
- Tackle high-impact, ambiguous problems—from emerging performance gaps to new tooling launches—owning the work from problem definition and analysis through recommendation and implementation.
- Design metrics, dashboards, and operating reviews that surface what matters, explain why it is happening, and make the next action clear.
- Establish shared standards, definitions, and feedback loops across internal teams and global outsourcing partners, creating consistency without slowing innovation.
- Partner with Customer Success, Product, Data, and Technology leaders to test new ideas, scale what works, and shape the next generation of customer support at StubHub.
This is a full-time position requiring flexibility in terms of schedule. Nights and/or weekends may be required based on business needs. The role is hybrid in Atlanta, GA, and may require up to 20% travel to company offices in New York, Los Angeles, Limerick, and other international partner locations.
StubHub is the world's leading marketplace to buy and sell tickets to any live event, anywhere. The platform services customers in 195 countries in 33 languages and 49 available currencies, with more than 300 million tickets available annually.
REQUIREMENTS:
- 2–5+ years in business operations, strategy, or consulting
- Strong SQL and spreadsheet skills, plus experience building or maintaining dashboards
- Experience leveraging AI tools to build, scale, and iterate data reporting and processes
- Ability to structure ambiguous questions, validate data, identify patterns, and recommend action
- Strong attention to detail and commitment to accurate, decision-ready work
- Ability to coordinate projects across stakeholders and move from analysis to implementation
- Clear communication, customer-first judgment, curiosity, and ownership in a fast-moving environment
