Head of Global Customer Success

StubHub•Atlanta, GA

1d•Hybrid

About The Position

StubHub is seeking an experienced Head of Global Customer Success to lead and transform its customer success operations, particularly in the age of AI. This role is responsible for setting the strategic direction for customer success centers (internal and BPO), building high-performing teams, and delivering exceptional customer experiences at scale. The ideal candidate will implement innovative, disruptive solutions to improve the quality of customer support, aiming for instant issue resolution and a concierge-level service. A key focus will be leading the development and execution of an AI-driven customer operations strategy, leveraging automation, conversational AI, and advanced analytics to enhance both customer and team member experiences. This forward-thinking leader will translate emerging technologies into practical, measurable business outcomes.

Requirements

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.
Bachelor’s degree from a top-tier institution.

Nice To Haves

Experience providing customer service both internationally and leveraging BPOs is a meaningful plus.

Responsibilities

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.
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.
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.
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.