GCS Outsource Performance 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 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 worldwide.

StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events worldwide. We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you’ll thrive in our environment where the rewards are highly motivating.

In this role, we are looking for someone who is an empathetic, driven, and results-oriented leader. The Outsource Performance Manager, Global Customer Service role is a mid-level leadership role where you will work with 1-3 of our outsourced vendors, ensuring business and operational metrics are met. We aim to be recognized as the best and most trusted customer experience brand in the world!

This Full-Time position may require weekend, holiday, daytime, and/or evening hours.

This role will begin as in-office 5 days per week for the first 3-6 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration.

What You'll Do

• Direct oversight of a group of Customer Service managers, supervisors, and agents at our outsourcing partners.
• Lead, support, and collaborate with outsource partners to meet performance targets and drive continuous improvement.
• Manage action plans for low performance, handle daily operations support, and stay updated on industry trends.
• Conduct regular touchpoints, performance reviews, and handle escalations from outsourcing partners.
• Coach supervisors to meet KPIs like AHT, CSAT, FCR, etc.
• Utilize data to monitor team productivity, provide hands-on support for escalations, and foster decision-making and accountability.
• Support hiring, training, and team coverage as needed while actively removing barriers to team success.

Who You Are

• Leadership - Ability to inspire, motivate, and empower team members to achieve excellence and drive performance.
• Performance Management - Experience in setting and monitoring performance metrics and KPIs to drive continuous improvement and achieve organizational goals.
• Communication - Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization.
• Team Building - Skill in building and fostering a collaborative and inclusive team environment that promotes engagement and accountability.
• Time Management - Efficiently manages workload and prioritizes tasks to meet or exceed performance targets.
• Problem Solving - Strong analytical and problem-solving skills to identify root causes of issues and develop effective solutions.
• 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

• 5+ years of Customer Service-related work experience.
• 3+ years’ experience managing BPO’s, international experience preferred.
• Strong verbal and written communication skills in English, Spanish proficiency is a plus.
• Demonstrated leadership and influential capabilities with the ability to drive a positive culture.
• Proficient in functional and technical skills; Internet applications, office applications, internal tools.
• Proven experience in leading projects, project management experience is a plus.
• Ability to travel internationally.

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.

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 for events worldwide- from sports to music, comedy to dance, festivals to theater- StubHub offers the safest, most convenient way to buy or sell tickets for the most memorable live experiences. Join our team for a front-row seat to the action. 

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.