Customer Strategy & Operations Manager

THE CHALLENGEThe Customer team at Eventbrite is a critical part of delivering a delightful experience to event creators and consumers. We believe that innovative technology and a customer-centric mindset are key elements to building a successful business and creating world-class customer experiences. As Eventbrite’s customer base grows and evolves, we need to thoughtfully ensure our customer experience grows and evolves with them through interactions that are easy, accessible, educational, and tailored.
THE TEAMPartnering daily with the Sales, Customer Operations, Integrity Policy, & Service Design leadership, this role sits in the Business Operations team. We are a small but mighty team focused on driving global optimization, innovation and growth through analytical insights and operational rigor – both at the strategic and tactical levels. 
THE ROLEThe Strategy & Operations Manager will help optimize the customer experience by assisting with operational and strategic initiatives across the Customer Success organization, facilitating transparent, effective coordination and personally leading some of our transformation projects. To be successful in this role, they will need to be self-starting, disciplined, and passionate about achieving tangible results. The ideal candidate has experience serving in a strategy & operational role as a consultant or internal resource, succeeds at influencing without authority, and juggling multiple assignments in a fast-paced, complex environment. 

YOU WILL

• Serve as a strategic thought partner to the Customer Leadership Team to assist in developing and maintaining functional roadmaps
• Partner with stakeholders to oversee the successful completion of Customer org strategic initiatives by 
• Owning and hands-on driving a subset of these initiatives to completion
• Assisting in developing frameworks, processes, tools & templates required to successfully deliver strategic initiatives
• Maintaining a centralized view of all activity to ensure comprehensive visibility, driving and acting upon clear prioritization, dependencies, and sequencing
• Flagging business risks and potential impact, escalating as necessary
• Collaborate with management to ensure effective communication and change management

THE SKILLSET

• 5+ years in consulting, program development, program management, and/or project management
• Able to navigate ambiguity, adjusting program direction to meet business needs and driving teams to meet changed deliverables
• Highly motivated, results-oriented, self-directed, and collaborative
• Effective, clear, and concise verbal and written communication to both technical and non-technical audiences, including executives

BONUS POINTS

• Knowledge of six sigma or similar process improvement methodology and best practices

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Eventbrite, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $101,600 to $162,560. You may also be eligible to participate in Eventbrite’s incentive program(s) (such as equity, annual incentive bonus and commission plans), subject to the applicable rules and restrictions.
WHAT WE OFFER
We are committed to providing competitive, valuable and meaningful benefits for our Britelings. 
We work hard to cultivate a diverse, equitable and inclusive culture where Britelings feel like they belong. Employees can participate in resource groups and we offer programming throughout the year to support a diverse and inclusive workplace.  Read more about our Diversity and Inclusion work for our team, culture, and community.
We offer comprehensive benefits and a wellness package above and beyond standard medical benefits to support our Britelings’ lifestyle.Eventbrite's global benefit programs are designed to meet you where you are by offering resources and support for your health, well-being, finances, and family. This includes support in a remote/hybrid environment, wellness allowance, Carrot family planning benefit, Origin Financial Planning service, and other offerings to ease the mind and body like Modern Health and BriteBreaks (generally the first Friday of every month off).
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