Senior Product Manager – Internal Tools & AI Workflows, Customer Support

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. This role is hybrid, with 3 days in the office and 2 days remote, located in Century City, CA. The Strategy & Analytics Manager will operate at the intersection of analytics, strategy, product, operations, and finance, using data to identify high-impact efficiency opportunities and lead cross-functional execution. The goal is to reinvest efficiency gains into customer-centric retention building growth.

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.
Demonstrated success in owning cross-functional initiatives from concept through execution.
Exceptional communication skills: ability to simplify complexity, write tight narratives, and present confidently to senior leadership (up to CFO/COO).

Responsibilities

Lead the customer experience efficiency strategy by establishing a 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, tracking benefits to the P&L.
Own the multi-hundred million customer experience cost data platform end-to-end, including defining the model, building pipelines with Engineering/Analytics, and delivering 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, and reconciling with Finance to create a real-time, single source of truth.
Turn policy into P&L by quantifying the financial impact of operational and product choices, and embedding 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 the CFO level.