GCS Workforce Operations Manager
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.
In this role, we are looking for someone who is analytical, results-driven, and adept at managing complex workforce operations while holding partners accountable. This role will focus on driving operational excellence in workforce management and ensuring our outsourced partners meet staffing, service level, and compliance commitments within the Global Customer Service organization. We aim to be recognized as the best and most trusted customer experience brand in the world!
This is a day shift, full-time position, working M-F with occasional flexibility required to accommodate evenings and weekends based on business needs. Up to 25% travel may be required.
- Prepare and send accurate monthly lock forecasts to outsourced partners within established deadlines.
- Review and monitor BPO hiring plans to verify alignment with staffing requirements and service level goals
- Monitor BPO contacts handled and initiate corrective actions (including financial penalties) for missed commitments when necessary.
- Monitor outsourced Workforce Management (WFM) team performance and ensure adherence to service level agreements (SLAs).
- Ensure BPO adherence to Statement of Work (SOW) provisions, identifying and addressing discrepancies as they arise.
- Collaborate with outsourced WFM teams to resolve operational challenges and escalate unresolved issues as needed.
- Maintain clear communication with internal stakeholders and outsourced teams to ensure alignment on operational goals and priorities.
- Provide regular updates on partner performance, highlighting compliance gaps, risks, and opportunities for improvement.
- Communicate and enforce operational policy changes related to workforce management processes and partner responsibilities.
- Analyze workforce data using Excel to track trends, identify discrepancies, and support decision-making.
Who You Are:
- Ensures accountability: Holding self and others accountable to meet commitments.
- Communicates and collaborates effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Drives results: Consistently achieving results, even under tough circumstances.
- Data literacy: Able to comprehend, analyze, and communicate with data effectively.
- Manages complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problem
What You've Done:
- 3+ years’ experience in outsource partner management or related role.
- Experience in contract management.
- Project management experience.
- Experience with large-scale contact centers, global operating environments, or eCommerce Tech.
- Experience and expertise with MS Office (Word, Excel, Powerpoint) and project management tools such as Airtable and Jira
What We Offer:
- Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.
- Top Tier Compensation Package: Enjoy a rewarding compensation package that includes enticing stock incentives, aligning with our commitment to recognizing and valuing your contributions.
- Flexible Time Off: Embrace a healthy work-life balance with unlimited Flex Time Off, providing you the flexibility to manage your schedule and recharge as needed.
- Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package, featuring 401k, and premium Health, Vision, and Dental Insurance options.
- Team-Building Events: Engage in vibrant team events that foster camaraderie and collaboration, creating an atmosphere where your professional and personal growth are celebrated.
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
$101,750 - $117,250 USD
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