Strategy & Analytics Manager - Customer Experience Efficiency

StubHub•Los Angeles, CA

3d•Hybrid

About The Position

StubHub is seeking a Strategy & Analytics Manager to drive efficiency across the customer experience stack for both buyers and sellers. The goal is to reinvest these efficiency gains into customer-centric retention building growth. This role is a hybrid of analytics, strategy, product, operations, and finance. The manager will use analytics to identify high-impact efficiency opportunities and lead cross-functionally to execute these ideas, partnering with engineers, analysts, operations, and finance leaders.

Requirements

4-8+ years of experience in strategy, analytics, business operations, consulting or finance, ideally in a tech or marketplace environment; operating comfortably across business and Finance.
Excellent analytical and technical skills: strong SQL proficiency and a solid understanding of database architecture.
Track record as a highly effective operator: Demonstrated success in owning cross-functional initiatives from concept through execution.
Exceptional communication: You simplify complexity, write tight narratives, and present confidently to senior leadership (up to CFO/COO).

Responsibilities

Lead the customer experience efficiency strategy by putting in place the quantitative framework to measure efficiency and identify opportunities.
Optimize growth opportunities and reduce inefficiency by identifying high-spend/low-return areas, sizing opportunities, and leading cross-functional programs to remove, reduce, or reallocate spend; track benefits to the P&L.
Own the multi-hundred million customer experience cost data platform end-to-end: define the model, build pipelines with Engineering/Analytics, and deliver accurate, near real-time views of cost, waste, and ROI.
Attribute every dollar spent on customer experience by tying spend to policies, products, workflows, and customer cohorts; reconcile with Finance to create one source of truth, available in real time.
Turn policy into P&L by quantifying the financial impact of operational and product choices; embed cost/benefit guardrails into planning, experimentation, and business cases.
Bridge Operations and Finance by establishing trust through crisp reconciliation, driver-based forecasting, and explainable variances—building confidence up to and including the CFO.