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

StubHub•Los Angeles, CA

4d•$175,000 - $270,000•Hybrid

About The Position

In order to enable millions of users to explore, interact with, and participate in live events worldwide, we’re seeking a Strategy & Analytics Manager to drive efficiency across the customer experience stack for both buyers and sellers, with the goal of reinvesting these efficiency gains into customer centric retention building growth. As a Strategy & Analytics Manager, you’ll play a hybrid role at the intersection of analytics, strategy, product, operations and finance. You’ll use analytics to identify high-impact efficiency opportunities and lead by influence cross-functionally to execute on these ideas. You’ll be partnering closely 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; you wouldn’t be out of place on an Analytics Engineering team.
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: Put in place the quantitative framework to measure efficiency and identify opportunities.
Optimize growth opportunities and reduce inefficiency: identify high-spend/low-return areas, size opportunities, and lead 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: tie 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: quantify the financial impact of operational and product choices; embed cost/benefit guardrails into planning, experimentation, and business cases.
Bridge Operations and Finance: establish trust through crisp reconciliation, driver-based forecasting, and explainable variances—building confidence up to and including the CFO.