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Strategy & Operations Associate - Global Customer Success

Atlanta, Georgia, United States

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.

A great live event should stay memorable for the right reasons. When a customer needs help before, during, or after an event, StubHub’s Global Customer Success organization has to respond with speed and care. Behind that experience is a complex operation spanning thousands of people, multiple markets, and global partners.

As a Strategy & Operations Associate, you’ll help make that operation work better. You’ll find the questions that matter, turn messy data into useful decisions, and work with teams to put improvements into practice. One project might help leaders plan staffing for a surge in demand; another might reveal why service quality is changing or make customer interactions easier to learn from at scale.

This is a role for someone who wants to own meaningful problems from the first question through the result. You’ll work across Customer Success, Product, Data, and Technology, with visibility into decisions made by senior leaders. Your work will shape both the customer experience and how a large global team operates.

What you’ll do:
  • Make performance easier to understand. Connect data on customer outcomes, service quality, productivity, staffing, and training so teams can see what is happening and decide what to do next.
  • Build tools for better decisions. Develop forecasts and capacity models that help leaders plan headcount, schedules, budgets, and partner support across channels and markets.
  • Turn insight into improvement. Study customer interactions and operational results, identify opportunities, and work with the teams responsible for quality, coaching, training, and knowledge to test changes.
  • Put AI and automation to useful work. Prototype ways to reduce manual reporting, evaluate interactions at scale, and give teams faster access to reliable information. Help turn promising ideas into processes people can use.
  • Own ambiguous projects end to end. Define the problem, test the data, recommend a path, bring stakeholders together, and follow through on implementation and results.
  • Create shared ways of working. Establish practical metrics, definitions, dashboards, and review routines that help internal teams and global partners act on the same information.
What you bring
  • Experience solving operational or strategic problems and helping implement the solution. Backgrounds in business operations, analytics, consulting, customer operations, or similar work can all be relevant; roughly 2–5 years of experience is a useful guide.
  • Strong SQL and spreadsheet skills, plus experience building dashboards or other tools that help people make decisions.
  • The ability to work with imperfect data: check its quality, find the signal, explain uncertainty, and make a sound recommendation.
  • Curiosity about AI and automation, with experience using these tools to improve a reporting process, workflow, or analysis.
  • Clear communication and the ability to move work forward across teams without waiting for every question to be neatly defined.
  • Care for both sides of an operational decision: the experience customers receive and the people and resources required to deliver it.

Position Type and Expected Hours of Work: 

This is a full-time position requiring flexibility in terms of schedule. Nights and/or weekends may be required based on the needs of the business.   

This 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.

What We Offer
  • Accelerated Growth Environment: 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: Competitive base, equity, and upside that tracks with your impact.
  • Flexible Time Off: Enjoy unlimited Flex Time Off, giving you the flexibility to manage your schedule and take time to 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.

 

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 annual salary is one component of StubHub’s total compensation and competitive benefits package, which includes equity, 401(k), paid time off, paid parental leave, and comprehensive health benefits. 

Salary Range

$110,000 - $130,000 USD

About Us 
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
 
We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.

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