Director, Global Customer Success

What You'll Do

• Ideate, execute, and deliver strategic initiatives that meaningfully improve top line KPIs (i.e customer satisfaction, service levels, first contact resolution rates, and cost per contact).
• Measure and improve secondary KPIs to drive individual and leadership performance in alignment with company objectives.
• Coach and develop senior leadership to build trusting employee relationships to ensure high eNPS and reduced attrition.
• Be a transformation champion. Lead a large global organization through constant evolution with resilience and exceptional performance.
• Leverage data and insights to drive the department roadmap.
• Build relationships across the organization (Product, Tech, Data, WFM, Operations, etc) to remove barriers to team success.
• Provide meaningful and quantifiable customer feedback that drives improvements to our customer experience.
• Act as a culture ambassador; actively embody the StubHub cultural values while encouraging others to do the same.
• Encourage and promote decision making and accountability at all levels.

Who You Are

• Strategic Leadership - Ability to develop and implement strategic initiatives to achieve organizational goals and drive performance excellence.
• Strategic Thinking - Ability to anticipate future challenges and opportunities and develop proactive strategies to address them.
• Anayltical - Data-Obsessed, be inquisitive, root all decisions in data and ensure its integrity.
• Operational and Organization Design – Map out and design an organization and support structure that leads to outsized performance results
• Change Management - Experience leading organizational change initiatives and driving adoption of new processes and procedures.
• Performance Management - Demonstrated ability to set and monitor performance metrics and KPIs to drive continuous improvement and achieve results.
• Communication - Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization, including executives, department heads and external partners.
• Problem Solving - Strong analytical and problem-solving skills to identify root causes of issues and develop effective solutions. Also, must challenge the status quo and an openess to being wrong.
• Team Building - Skill in building and fostering a collaborative and inclusive team environment that promotes engagement and accountability.
• Customer Focus - Commitment to prioritizing the needs and satisfaction of customers in all decision-making and actions.
• Adaptability - Ability to thrive in a fast-paced and dynamic environment, with the flexibility to adapt to changing priorities and business needs.

What You've Done

• 10+ years of operations leadership experience is preferred (Bonus for customer service experience).
• Advanced analytical, verbal and written communication skills
• Demonstrated leadership and influential capabilities with the ability to drive a positive culture.
• Proficient in functional/technical skills; Internet applications, office applications, internal tools.
• Strong familiarity with running a large-scale and global operations team (300K contacts/month).
• Strong out of the box problem solving and decisive decision-making abilities. See a path that others don’t see.
• Strong ability to lead, coach, motivate, inspire, and empower others to deliver excellence

What We Offer

• Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you can scale your career.
• Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
• Paid Time Off: Generous Paid Time Off, allowing you 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 for celebrating your professional and personal growth.