Director, Global Workforce Optimization

StubHub•Atlanta, GA

4d•$200,000 - $225,000•Onsite

About The Position

The Global Workforce Optimization Director owns workforce planning and productivity measurement across the full support organization, in-house and outsourced. You'll turn volume forecasts and service targets into headcount and capacity plans, recommend the right mix of internal and external delivery, and own the metrics and reporting that show how efficiently that capacity is performing against plan. Where outsourcing is the right lever, you'll lead partner evaluation and contract negotiation — from assessing the vendor landscape through structuring rate cards, SLAs, and performance terms.

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.
Analytical - 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 openness 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

Responsibilities

Lead the development and execution of global workforce strategies and processes, inclusive of forecasting, headcount planning, scheduling, and real-time analysis.
Own the development and negotiation of outsourced partner contracts, including pricing structure, SLAs, and performance terms.
Own productivity measurements, defining and reporting on occupancy, utilization, handle time, and others to ensure efficient use of resources.
Continuously evaluate prospective outsourcing partners, maintaining an active pipeline of vendors that could improve service capability, geographic coverage, or cost structure.
Define enterprise KPIs and frameworks which support the Global Operations leadership team in all key labor decisions.
Lead location strategy, workforce planning, and data modeling to support in-house and outsourcing efforts.
Create frameworks and governance tools to support long-term workforce strategy.
Collaborate with HR, finance, and other cross-functional teams to ensure data-driven decision making.
Develop and oversee the process flow for intake, analysis, and delivery of requests for new site locations, change of sites, change of services, and staffing needs.
Act as a culture ambassador; actively embody the StubHub cultural values while encouraging others to do the same.