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.
We are looking for an experienced Head of Global Customer Success, who thrives on pushing the boundaries of the possible, to lead and transform our customer success operations in the age of AI. This role is responsible for setting the strategic direction of the customer success centers, both internal and BPO locations, building high-performing teams, and delivering exceptional customer experiences at scale. We are looking for a leader that can implement innovative, disruptive solutions to drive a paradigm shift on the quality of help we provide. We want to do support better than anyone else and have the aspiration of resolving all customer issues instantly in a way that meets their needs, providing a concierge service to all.
A critical part of this role is leading the development and execution of the AI-driven customer operations strategy – leveraging automation, conversational AI, and advanced analytics to enhance both customer and team member experiences. The ideal candidate is a forward-thinking leader who can translate emerging technologies into practical, measurable business outcomes.
Location: Hybrid (3 days in office/2 days remote) – Atlanta, GA
What You'll Do:
- Leadership & Team Development
- Lead and develop a talent dense multi-layered team (managers, supervisors, and agents), fostering a culture of feedback and accountability, innovation, and continuous improvement
- Build AI fluency within leadership layers, enabling managers to effectively adopt and lead tech-enabled workflows
- Drive change management efforts to ensure successful adoption of AI tools and new ways of working at scale
- Strategic Direction & AI Transformation
- Define and execute the long-term vision for the call centers, including a clear roadmap for AI, automation and improving the quality of human support, to drive a paradigm shift
- Identify opportunities to leverage AI to improve both quality and efficiency
- Partner with Product, Data and Engineering teams to design, pilot, and scale AI-driven solutions
- Balance automation with human interaction to ensure a seamless, high-quality customer experience
- Operational Excellence
- Oversee daily operations to ensure service levels, quality standards, and efficiency targets are consistently met and optimized
- Improve and monitor customer satisfaction metrics across both human and automated touchpoints
- Use data and AI-driven insights to optimize workflows, reduce handle times, and improve first-contact resolution.
- Continuously refine processes by integrating automation and intelligent routing.
What You've Done
- 10+ years in call center or customer operations, with 5+ years in senior leadership roles
- Demonstrated experience leading digital transformation or AI/automation initiatives in a customer support environment
- Proven ability to lead and develop large teams through change and technology adoption
- Track record of creating and successfully implementing forward thinking, innovative solutions that scale
- Strong analytical mindset with the ability to translate data into actionable strategy
- Experience providing customer service both internationally and levering BPOs is a meaningful plus
- Bachelor’s degree from a top tier institution
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.
