Strategy & Operations Associate - Global Customer Success

StubHub•Atlanta, GA

7d•$110,000 - $130,000•Hybrid

About The Position

StubHub is seeking a Strategy & Operations Associate to join their Global Customer Success organization. This role will focus on improving the operational efficiency and effectiveness of the customer success team. The associate will be responsible for analyzing data, identifying areas for improvement, and collaborating with various teams (Customer Success, Product, Data, and Technology) to implement solutions. The work will involve a mix of strategic planning, operational analysis, and project management, with visibility into senior leadership decisions. The goal is to enhance both the customer experience and the operational performance of a large global team.

Requirements

Experience solving operational or strategic problems and helping implement the solution.
Backgrounds in business operations, analytics, consulting, customer operations, or similar work.
Roughly 2–5 years of experience.
Strong SQL and spreadsheet skills.
Experience building dashboards or other tools that help people make decisions.
Ability to work with imperfect data: check its quality, find the signal, explain uncertainty, and make a sound recommendation.
Curiosity about AI and automation, with experience using these tools to improve a reporting process, workflow, or analysis.
Clear communication skills.
Ability to move work forward across teams without waiting for every question to be neatly defined.
Care for both sides of an operational decision: the customer experience and the people/resources required to deliver it.

Responsibilities

Make performance easier to understand by connecting data on customer outcomes, service quality, productivity, staffing, and training.
Build tools for better decisions, including forecasts and capacity models for headcount, schedules, budgets, and partner support.
Turn insight into improvement by studying customer interactions and operational results, identifying opportunities, and working with relevant teams to test changes.
Put AI and automation to useful work by prototyping ways to reduce manual reporting, evaluate interactions at scale, and provide faster access to reliable information.
Own ambiguous projects end to end, from problem definition and data testing to recommendation, stakeholder alignment, implementation, and results tracking.
Create shared ways of working by establishing practical metrics, definitions, dashboards, and review routines for internal teams and global partners.
Help leaders plan staffing for demand surges.
Reveal why service quality is changing.
Make customer interactions easier to learn from at scale.