GCS Senior Manager - High Impact Customer Service

StubHub • Atlanta, GA

9h • Hybrid

About The Position

The Global Customer Service Senior Manager - High Impact Customer Service oversees the strategic direction and day-to-day operations of StubHub’s customer service department. The role leads customer service managers and supervisors to deliver exceptional service and achieve performance results. It calls for strategic thinking, strong leadership, and a focus on exceeding customer expectations in a fast-paced, dynamic environment. The role reports to the Head of GCS.

This is a hybrid, day-shift, full-time position based in Atlanta, Georgia, with three days in the office and two days remote. The regular schedule is Monday through Friday, with occasional flexibility to accommodate evenings and weekends based on business needs.

Requirements

• At least 4 years of experience in customer service leadership or a related role, with demonstrated success.
• Proven track record of leading teams to achieve and exceed performance targets.
• Demonstrated analytical skills and comfort extracting insights from data.
• Proficiency in Microsoft Office and CRM software.
• Excellent verbal and written communication skills across all levels of an organization, including executives, department heads, and external partners.
• Strong analytical and problem-solving skills to identify root causes and develop effective solutions.
• Ability to develop and implement strategic initiatives and anticipate challenges and opportunities.
• Ability to lead organizational change and drive adoption of new processes and procedures.
• Demonstrated ability to set and monitor performance metrics and KPIs.
• Ability to build a collaborative and inclusive team environment that promotes engagement and accountability.
• Commitment to prioritizing customer needs and satisfaction.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and business needs.

Nice To Haves

• At least 5 years of experience in a customer service-related industry is preferred.
• Experience working in a performance-driven culture.
• Certification in customer service management or relevant training programs.

Responsibilities

• Develop and implement strategic initiatives to optimize departmental performance, enhance customer experience, and achieve organizational goals.
• Lead and mentor customer service managers and supervisors, providing guidance, support, and professional development opportunities.
• Set and monitor departmental KPIs and service level agreements, identify areas for improvement, and implement performance-enhancement strategies.
• Partner with analytics resources and use available data to identify trends and opportunities to increase resolution rates and reduce customer contacts.
• Collaborate with cross-functional teams to identify process improvements and implement solutions that enhance efficiency and effectiveness.
• Ensure adherence to company policies and procedures and compliance with regulatory requirements.
• Monitor industry trends and best practices to identify opportunities for innovation and service enhancements.
• Prepare and present regular reports on departmental performance, including key metrics, insights, and recommendations, to senior leadership.
• Foster accountability, collaboration, and continuous improvement within the customer service team.
• Perform additional duties as assigned.

Benefits

• Accelerated growth environment with opportunities to enhance skills and knowledge and scale a career.
• Compensation package with benefits.
• Generous paid time off.
• 401(k).
• Health insurance.
• Vision insurance.
• Dental insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed