Strategy & Operations Associate - Global Customer Success

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.

• Make performance easier to understand. Connect data on customer outcomes, service quality, productivity, staffing, and training so teams can see what is happening and decide what to do next.
• Build tools for better decisions. Develop forecasts and capacity models that help leaders plan headcount, schedules, budgets, and partner support across channels and markets.
• Turn insight into improvement. Study customer interactions and operational results, identify opportunities, and work with the teams responsible for quality, coaching, training, and knowledge to test changes.
• Put AI and automation to useful work. Prototype ways to reduce manual reporting, evaluate interactions at scale, and give teams faster access to reliable information. Help turn promising ideas into processes people can use.
• Own ambiguous projects end to end. Define the problem, test the data, recommend a path, bring stakeholders together, and follow through on implementation and results.
• Create shared ways of working. Establish practical metrics, definitions, dashboards, and review routines that help internal teams and global partners act on the same information.

• Experience solving operational or strategic problems and helping implement the solution. Backgrounds in business operations, analytics, consulting, customer operations, or similar work can all be relevant; roughly 2–5 years of experience is a useful guide.
• Strong SQL and spreadsheet skills, plus experience building dashboards or other tools that help people make decisions.
• The ability to work with imperfect data: check its quality, find the signal, explain uncertainty, and make a sound recommendation.
• Curiosity about AI and automation, with experience using these tools to improve a reporting process, workflow, or analysis.
• Clear communication and the ability to move work forward across teams without waiting for every question to be neatly defined.
• Care for both sides of an operational decision: the experience customers receive and the people and resources required to deliver it.

Position Type and Expected Hours of Work: 

This is a full-time position requiring flexibility in terms of schedule. Nights and/or weekends may be required based on the needs of the business.   

This role is hybrid in Atlanta, GA, and may require up to 20% travel to company offices in New York, Los Angeles, Limerick, and other international partner locations.

• Accelerated Growth Environment: An environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.
• Top Tier Compensation Package: Competitive base, equity, and upside that tracks with your impact.
• Flexible Time Off: Enjoy unlimited Flex Time Off, giving you the flexibility to manage your schedule and take time to 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.