Director, Global Customer Success

StubHub•Atlanta, GA

2d•Onsite

About The Position

The Global Customer Service Director is responsible for leading customer service and operations for a line of business consisting of managers, supervisors, and agents worldwide. In this role, you will own the strategic direction and execution to transform the team with the outcome of delivering exceptional service and results. Success in this role requires a strategic mindset, strong leadership abilities, and a passion for exceeding customer expectations. The ideal candidate will have a proven track record of driving results in a fast-paced, dynamic environment.

Requirements

Strategic Leadership - Ability to develop and implement strategic initiatives to achieve organizational goals and drive performance excellence.
Strategic Thinking - Ability to anticipate future challenges and opportunities and develop proactive strategies to address them.
Anayltical - Data-Obsessed, be inquisitive, root all decisions in data and ensure its integrity.
Operational and Organization Design – Map out and design an organization and support structure that leads to outsized performance results
Change Management - Experience leading organizational change initiatives and driving adoption of new processes and procedures.
Performance Management - Demonstrated ability to set and monitor performance metrics and KPIs to drive continuous improvement and achieve results.
Communication - Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization, including executives, department heads and external partners.
Problem Solving - Strong analytical and problem-solving skills to identify root causes of issues and develop effective solutions. Also, must challenge the status quo and an openess to being wrong.
Team Building - Skill in building and fostering a collaborative and inclusive team environment that promotes engagement and accountability.
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.
10+ years of operations leadership experience is preferred (Bonus for customer service experience).
Advanced analytical, verbal and written communication skills
Demonstrated leadership and influential capabilities with the ability to drive a positive culture.
Proficient in functional/technical skills; Internet applications, office applications, internal tools.
Strong familiarity with running a large-scale and global operations team (300K contacts/month).
Strong out of the box problem solving and decisive decision-making abilities. See a path that others don’t see.
Strong ability to lead, coach, motivate, inspire, and empower others to deliver excellence

Nice To Haves

Bonus for customer service experience.

Responsibilities

Ideate, execute, and deliver strategic initiatives that meaningfully improve top line KPIs (i.e customer satisfaction, service levels, first contact resolution rates, and cost per contact).
Measure and improve secondary KPIs to drive individual and leadership performance in alignment with company objectives.
Coach and develop senior leadership to build trusting employee relationships to ensure high eNPS and reduced attrition.
Be a transformation champion. Lead a large global organization through constant evolution with resilience and exceptional performance.
Leverage data and insights to drive the department roadmap.
Build relationships across the organization (Product, Tech, Data, WFM, Operations, etc) to remove barriers to team success.
Provide meaningful and quantifiable customer feedback that drives improvements to our customer experience.
Act as a culture ambassador; actively embody the StubHub cultural values while encouraging others to do the same.
Encourage and promote decision making and accountability at all levels.