Customer Experience Manager

Job Description:  The Customer Experience Manageris a fundamental role in coaching our Customer Experience Supervisors to deliver a world-class customer experience. Through a culture of support and guidance, the Manager, works to create an atmosphere of trust, connection, drive, and unity within the team to drive excellence.   Responsibilities:  1.             Coach, manage and support a team of Customer Experience Supervisors in our Call Center  2.             Responsible for mentoring team members and promoting individual development using individual development plans for members of the team 3.             Utilize structured approach to coach, motivate, and reward team members to promote strong KPI performance in key areas 4.             Use development skills to support Supervisors to drive change within their team to meet KPI’s and manage behaviors within the team 5.             Utilize data and reporting to monitor team productivity 6.             Provide hands-on support and guidance to team members handling escalations and decision making for resolution 7.             Provide individual support to Supervisors through 1 on 1s to coach, develop, motivate as well as enhance and maintain relationships of trust and cooperation 8.             Act as a culture ambassador; actively embody the StubHub cultural values while encouraging others to do the same 9.             Encourage and promote decision making and accountability at all levels 10.          Support the hiring and training process by conducting interviews and making recommendations for hiring decisions as needed 11.          Support team coverage as needed 12.          Appropriately give and be open to receive feedback to/from team and coworkers 13.          Actively work to remove barriers to team success Competencies: 1.             Previous experience managing other people leaders required. 2.             Strong ability to coach, motivate, inspire, and empower others to strive for excellence 3.             Strong ability to affect change and support Supervisors in how to help their teams meet required KPI’s 4.             Dedicated to meeting the expectations and requirements of internal and external customers 5.             Possess excellent time management skills  6.             Must be flexible and adaptable to effectively cope with an ever-changing environment and have the ability tobe comfortable with fast-paced change 7.             Strong familiarity with internal tools and site functionality of StubHub’s products and service 8.             Strong problem solving and decision-making abilities   9.             Possesses the interpersonal skills necessary to communicate effectively in any situation  10.          Comfortable taking the initiative to get things done without waiting for direction  11.          Strong written and verbal communication skills with a focus on effectively communicating to accomplish daily tasks  Position Type and Expected Hours of Work: This is a full-time position requiring flexibility in terms of schedule. Nights and/or weekends may be required based on the needs of the business.    Preferred Education and Experience: 1.             2-4 years of existing manager experience within a call center 2.             Demonstrated analytical skills, as well as strong verbal and written communication skills 3.             Demonstrated leadership and influential capabilities and ability to drive a positive culture  4.             Proficient in functional/technical skills; Internet applications, office applications, internal tools About us:
StubHub is on a mission to give the world the freedom to connect to powerful live experiences no matter where they are, whenever they want. Whether it's Harry Styles, the Yankees, Billie Eilish or Real Madrid, we're here to give fans the access to the live entertainment they love. That means we must power the destination for every type of live event fan to unlock the transformative live experience that’s right for them. We are their ticket to unforgettable memories – the crack of the bat, the first guitar chord or drum tap, the roar of the crowd at the championship winning goal, the joke that makes their belly ache from laughter. To do this, we must have the most premiere industry partnerships that deliver more seamless integrated solutions and aggregate the widest event catalogue, know our customers to design more personalized discovery of that very catalogue and get that fan into the event of their dreams so they keep coming back. Daily innovation is at the crux of how we do this and a passionate team that rigorously prioritizes the most results-oriented work they can deliver is what gets it done and keeps us leading the industry.
We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status