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 brings strong operational judgment, process ownership, and data fluency to ensure StubHub’s back-office teams are staffed appropriately to meet response time targets. The Workforce Capacity & Systems Manager owns the systems and processes that ensure we have enough staff, in the right roles, with the right access to support operations.
This role centralizes ownership of back-office staffing and response time outcomes while retaining responsibility for critical Global Customer Service systems administration, including employee metadata, onboarding/offboarding, and access controls. The role partners closely with outsourced Workforce Management resources to ensure staffing decisions are executed consistently and effectively.
What You'll Do:
- Own the calculation of headcount requirements for non-frontline teams, including required inputs, planning cadence, and approvals. Escalate risks when staffing levels will not meet response time targets.
- Ensure seamless access and system provisioning for GCS personnel during onboarding and offboarding, collaborating effectively with internal and external stakeholders.
- Supervise and support the Jr. GCS Business Systems Administrator, guiding their work in onboarding and offboarding and overseeing overall maintenance of employee data and permissions across multiple systems.
- Hold outsourced Workforce Management partners accountable for executing staffing plans accurately and on time, escalating risks and gaps as needed.
- Independently analyze data to identify root causes of staffing or system issues and drive process improvements.
- Develop reporting and analyses to support staffing decisions, service-level monitoring, cost efficiency, and operational risk reduction.
- Spearhead the design and implementation of streamlined processes to accommodate evolving roles, systems, and operational demands, prioritizing efficiency and adaptability.
- Serve as a primary point of contact for system-related issues and escalations, coordinating resolution with internal and external partners.
- Provide support for strategic initiatives, leveraging analytical insights and documenting business requirements to drive operational efficiency and system enhancements.
- Maintain proficiency in Global Customer Service systems, including Twilio, Amazon Connect, and StubHub proprietary tools.
- Additional duties as assigned.
Who You Are:
- Data-driven decision making - Able to collect, analyze, and interpret data to make informed, objective decisions.
- Process optimization - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
- Technical Proficiency - Expertise in system configuration, maintenance, and analysis, coupled with proficiency in relevant software and tools.
- Communication - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Stakeholder management - Anticipating and balancing the needs of multiple stakeholders.
- Work direction & delegation - Providing direction, delegating, and removing obstacles to get work done.
What You've Done:
- 3+ years’ experience working with customer service or operations teams in a scaled environment
- Project management experience.
- Experience with large-scale contact centers, global operating environments, or eCommerce Tech.
- Proficiency with Salesforce or similar CRM software.
- Proficiency with Microsoft Office (Excel, Word), Salesforce, or similar software.
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.
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.
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