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.
As a key member of the Global Customer Service (GCS) Enablement team, the Senior Knowledge Management Specialist will play a critical role in driving the accuracy, accessibility, and impact of StubHub’s global knowledge ecosystem. This individual will lead proactive investigations, audits, and improvement initiatives that strengthen how customer-facing and internal teams access and apply accurate guidance across all business areas. The Senior Specialist will work cross-functionally with partners in Operations, Product, Training, Fraud, Payments, Legal, ECC, and CIRT to identify and close knowledge gaps, validate content accuracy, and deliver measurable ROI through data-driven insights. Success in this role will require exceptional analytical skills, strong cross-functional collaboration, and the ability to manage multiple priorities across time zones in a fast-paced environment.
This is a full-time position, working M-F with occasional flexibility required to accommodate evenings, weekends and/or holidays based on business needs.
What You'll Do:
- Lead proactive initiatives ranging from AI tool auditing and knowledge quality tracking to workflow and policy improvement projects.
- Conduct structured investigations to identify gaps between documented workflows, leadership expectations, and actual tool behavior.
- Coordinate with stakeholders across the business to validate workflows, align expectations, and resolve inconsistencies.
- Perform regular Knowledge Base audits to ensure full coverage across contact reasons and operational processes.
- Translate investigative findings into validated, publishable Knowledge Base articles, policy guidance, and cross-functional communications.
- Use operational data (call driver volumes, QA insights, escalation patterns, SME feedback, Knowledge search data) to identify improvement opportunities, implement change, and measure ROI (resolution rate, handle time, escalation reduction).
- Support investigations, communications, and urgent knowledge updates during U.S. business hours to ensure continuity and timely execution.
- Act as a central point of contact for key stakeholders for the KM team, ensuring prompt response to information gaps or process changes.
- Track systemic issues, audit outcomes, and project metrics, providing visibility to KM leadership.
- Recommend and implement improvements to tools, workflows, and knowledge delivery systems.
Who You Are:
- Curiosity & Ownership: Eager to get into the details, explore how our products, policies, and tools work, and take full ownership of assigned investigations and improvements.
- Problem Solving: Enjoys hands-on work, identifying root causes, and developing clear, actionable solutions to complex operational problems.
- Customer Focus: Curious and empathetic toward the end-user experience—from our customers to our agents and internal teams. Cares deeply about how users encounter issues and is driven to create meaningful, data-informed changes that improve outcomes with measurable impact.
- Analytical Thinking: Uses data and feedback to guide decisions, identify patterns, and measure the impact of improvements.
- Collaboration & Communication: Communicates clearly and confidently across all levels, translating findings into actionable insights. Instinctively understands their audience and adapts communication style naturally.
- Adaptability: Thrives in a fast-paced environment, balancing short-term tasks with long-term projects and strategic goals.
- Continuous Learning: Eager to deepen understanding of our systems, processes, and policies to build stronger, more accurate resources. Acts as an early adopter of new technologies, staying aligned with industry-wide advancements to identify innovative solutions and keep StubHub’s knowledge at the leading edge.
What You've Done:
- 4–6 years of experience in Knowledge Management, Process Improvement, Operations, or Technical Writing.
- Proven ability to analyze operational data (QA, call drivers, escalations) to identify and address systemic issues.
- Strong communication and stakeholder management skills; experienced in cross-functional collaboration.
- Excellent writing and editing skills, with the ability to simplify and document complex workflows.
- Demonstrated success leading investigations or improvement projects that delivered measurable outcomes.
- Experience with content management systems (e.g., Salesforce Knowledge) and knowledge audit frameworks.
- Proficiency with reporting or data visualization tools (e.g., Tableau, SQL, Power BI) is desired.
- Background in AI content validation, auditing, or analytics is a plus.
- Bachelor’s degree in Communications, Information Systems, Technical Writing, or a related field preferred.
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.
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