Senior Product Manager - Internal Tools & AI Workflows, Customer Success

StubHub•New York, NY

7d•$175,000 - $270,000•Hybrid

About The Position

StubHub is seeking a Senior Product Manager to lead the internal tools and automation platform that powers its global operations centers and thousands of customer success agents. This role is responsible for owning the operating system for StubHub's most complex customer and seller problems, providing human and AI agents with the context, guidance, and tools to reach the right resolution quickly and consistently. The goal is to transform internal tooling into a strategic platform for customer trust.

Requirements

5+ years of product management experience building complex workflow, operations, or platform products.
A track record of owning product strategy and execution across multiple user groups and technical systems.
Deep analytical fluency and exceptional ability to simplify complex systems for senior leaders.
Demonstrated success leading through influence across Product, Engineering, Operations, Finance, Legal, and Analytics.
People leadership experience or a clear commitment to coaching and developing talent.
Experience applying AI, machine learning, automation, or decision-support technology to high-stakes operational workflows.

Nice To Haves

Experience in building products to resolve complex customer issues.

Responsibilities

Set the vision, strategy, and roadmap for StubHub's internal tools platform.
Reimagine resolution workflows across Global Customer Success.
Define success metrics from the ground up that align with customer success and core business outcomes.
Build feedback loops that turn customer issues and frontline signals into actionable insights for the broader business.
Create reusable platform capabilities rather than one-off tools, enabling multiple teams to solve shared workflow and decisioning needs.
Partner with Engineering, Design, Data Science, Analytics, Operations, and business leaders from discovery through rollout.