Strategy & Operations Associate - Global Customer Success

StubHub•Atlanta, GA

5d•$110,000 - $130,000•Hybrid

About The Position

StubHub is seeking a Strategy & Operations Associate to improve the systems, data, and operating models behind its global customer support organization. This role will focus on enhancing staffing, training, standards, and performance visibility to help thousands across the support organization deliver reliable outcomes. The associate will build the intelligence and operating systems for Global Customer Success, working across data, technology, and operations to turn complex problems into scalable solutions for a global workforce of thousands.

Requirements

2-5+ years in business operations / strategy or consulting
Strong SQL and spreadsheet skills, plus experience building or maintaining dashboards.
Experience leveraging AI tools to build, scale, and iterate data reporting and processes.
Ability to structure ambiguous questions, validate data, identify patterns, and recommend action.
Strong attention to detail and a commitment to accurate, decision-ready work.
Ability to coordinate projects across stakeholders and move from analysis to implementation.
Clear communication, customer-first judgment, curiosity, and ownership in a fast-moving environment.

Responsibilities

Build the single source of truth for customer support performance, connecting service quality, productivity, staffing, training, and customer outcomes.
Use AI, automation, and rapid prototyping to transform manual reporting and operational processes into faster, smarter, and more scalable systems.
Develop decision tools that help leaders anticipate demand, deploy the right skills and capacity, and respond quickly during major events and demand spikes.
Build the forecasting, capacity, and workforce economics models that translate customer demand, productivity, service targets, and cost into clear headcount, staffing, budget, and partner decisions across channels and markets.
Reinvent how performance improves by translating customer interactions and operational data into sharper quality programs, training curricula, coaching, and knowledge systems.
Tackle high-impact, ambiguous problems—from emerging performance gaps to new tooling launches—owning the work from problem definition and analysis through recommendation and implementation.
Design metrics, dashboards, and operating reviews that surface what matters, explain why it is happening, and make the next action clear.
Establish shared standards, definitions, and feedback loops across internal teams and global outsourcing partners, creating consistency without slowing innovation.
Partner with Customer Success, Product, Data, and Technology leaders to test new ideas, scale what works, and shape the next generation of customer support at StubHub.