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Customer Experience Sr. Manager
StubHubUnited Statesfull_timeVerifiedPosted 12 Jan 2023
About the role
StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events around the world. We value togetherness, trust, inclusion, and most importantly a culture of winning. We are global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you’ll thrive in our environment where the rewards are highly motivating.
Job Description:This role is fundamental to the successful overall performance of our Global Customer Service (GCS) organization, including front line and back-office teams in one or multiple geos. You will lead 3-5 managers responsible for 5-8 front line supervisors each. Keeping a customer centric approach at the core of all activities, as well as ensuring the ongoing development of GCS Managers and teams through a culture of support and guidance, you will create an atmosphere of trust, connection, drive, and unity within the team to drive excellence.
Responsibilities:1.Coach, manage and support a team of GCS Managers who manage people leaders and subsequently front line employees2.Ensure SLA's and KPI's are continually reviewed, and expectations are met with optimum levels of quality & service delivery3.Analyzing data to identify trends, design and conduct process audits to make sure the complaints policy and procedure remain fit for purpose4.Work with WFM to produce statistical data and analysis in relation to customer experience and promote the importance of customer feedback and learning throughout the operations5.Drive and develop strategies to support overall performance of the multiple geo specific customer service teams into customer focused functions, ensure closed feedback loops6.Ensure the team operates in line with all internal policies, governance, and regulatory requirements.7.Manage recruitment requirements for org8.Oversee and coordinate cross-functionally the resolution of most complex issues and concerns9.Responsible for mentoring team members and promoting individual development plans for members of the team10.Utilize structured approach to coach, motivate, and reward team members to promote strong KPI performance in key areas11.Use development skills to support GCS Managers to drive change within their teams to meet KPI’s and manage behaviors within the team12.Provide hands-on support and guidance to team members handling escalations and decision making for resolution
Competencies:1.Strong ability to coach, motivate, inspire, and empower others to strive for excellence, implement change and support GCS Managers2.Dedicated to meeting the expectations and requirements of internal and external customers3.Excellent time management skills 4.Effectively and efficiently operate in dynamic, fast-paced environment5.Strong familiarity with internal tools and site functionality of StubHub’s products and service6.Strong written/verbal communications skills and problem-solving skills 7.Comfortable in decentralized decision-making environment, confident in ability to act independently with limited direction
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:1.5 plus years’ experience as a Customer Service/Customer Experience Manager (specifically managing people leaders)2.Data driven decision maker, high level of attention to detail3.Result driven with a strong work ethic a “can-do” attitude4.Demonstrated analytical skills, as well as strong verbal and written communication skills5.Demonstrated leadership and influential capabilities and ability to drive a positive culture 6.Proficient in functional/technical skills; Internet applications, office applications, internal toolsStubHub 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 ty
Job Description:This role is fundamental to the successful overall performance of our Global Customer Service (GCS) organization, including front line and back-office teams in one or multiple geos. You will lead 3-5 managers responsible for 5-8 front line supervisors each. Keeping a customer centric approach at the core of all activities, as well as ensuring the ongoing development of GCS Managers and teams through a culture of support and guidance, you will create an atmosphere of trust, connection, drive, and unity within the team to drive excellence.
Responsibilities:1.Coach, manage and support a team of GCS Managers who manage people leaders and subsequently front line employees2.Ensure SLA's and KPI's are continually reviewed, and expectations are met with optimum levels of quality & service delivery3.Analyzing data to identify trends, design and conduct process audits to make sure the complaints policy and procedure remain fit for purpose4.Work with WFM to produce statistical data and analysis in relation to customer experience and promote the importance of customer feedback and learning throughout the operations5.Drive and develop strategies to support overall performance of the multiple geo specific customer service teams into customer focused functions, ensure closed feedback loops6.Ensure the team operates in line with all internal policies, governance, and regulatory requirements.7.Manage recruitment requirements for org8.Oversee and coordinate cross-functionally the resolution of most complex issues and concerns9.Responsible for mentoring team members and promoting individual development plans for members of the team10.Utilize structured approach to coach, motivate, and reward team members to promote strong KPI performance in key areas11.Use development skills to support GCS Managers to drive change within their teams to meet KPI’s and manage behaviors within the team12.Provide hands-on support and guidance to team members handling escalations and decision making for resolution
Competencies:1.Strong ability to coach, motivate, inspire, and empower others to strive for excellence, implement change and support GCS Managers2.Dedicated to meeting the expectations and requirements of internal and external customers3.Excellent time management skills 4.Effectively and efficiently operate in dynamic, fast-paced environment5.Strong familiarity with internal tools and site functionality of StubHub’s products and service6.Strong written/verbal communications skills and problem-solving skills 7.Comfortable in decentralized decision-making environment, confident in ability to act independently with limited direction
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:1.5 plus years’ experience as a Customer Service/Customer Experience Manager (specifically managing people leaders)2.Data driven decision maker, high level of attention to detail3.Result driven with a strong work ethic a “can-do” attitude4.Demonstrated analytical skills, as well as strong verbal and written communication skills5.Demonstrated leadership and influential capabilities and ability to drive a positive culture 6.Proficient in functional/technical skills; Internet applications, office applications, internal toolsStubHub 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 ty
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