Customer Experience Senior Manager (US & IE)

<h3>As a Customer Experience Senior Manager at Stubhub/viagogo, you’ll be able to:</h3> <ul> <li>Coach, manage, and support a team of GCS Managers who manage people leaders and subsequently front-line employees </li><li>Ensure SLA's and KPI's are continually reviewed, and expectations are met with optimum levels of quality &amp; service delivery </li><li>Analyzing data to identify trends, design, and conduct process audits to make sure the complaints policy and procedure remain fit for purpose</li><li>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 operations </li><li>Drive and develop strategies to support the overall performance of the multiple geo-specific customer service teams into customer-focused functions, ensure closed feedback loops </li><li>Ensure the team operates in line with all internal policies, governance, and regulatory requirements. </li><li>Manage recruitment requirements for org </li><li>Oversee and coordinate cross-functionally the resolution of most complex issues and concerns </li><li>Responsible for mentoring team members and promoting individual development plans for members of the team </li><li>Utilize structured approach to coach, motivate, and reward team members to promote strong KPI performance in key areas </li><li>Use development skills to support GCS Managers to drive change within their teams to meet KPI’s and manage behaviors within the team </li><li>Provide hands-on support and guidance to team members handling escalations and decision-making for resolution </li></ul> <h3>We would like to see someone who has:</h3> <ul> <li>Strong ability to coach, motivate, inspire, and empower others to strive for excellence, implement change and support GCS Managers</li><li>Dedicated to meeting the expectations and requirements of internal and external customers </li><li>Excellent time management skills  </li><li>Effectively and efficiently operate in a dynamic, fast-paced environment </li><li>Strong familiarity with internal tools and site functionality of StubHub’s products and service </li><li>Strong written/verbal communications skills and problem-solving skills </li><li>Comfortable in decentralized decision-making environment, confident in the ability to act independently with limited direction </li></ul> <h3>Position Type and Expected Hours of Work: </h3> <ul> <li>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.   </li></ul> <h3>Preferred Education and Experience:</h3> <ul> <li>5 plus years experience as a Customer Service/Customer Experience Manager (specifically managing people leaders) </li><li>Data-driven decision-maker, with a high level of attention to detail</li><li>Result driven with a strong work ethic and a “can-do” attitude</li><li> Demonstrated analytical skills, as well as strong verbal and written communication skills </li><li>Demonstrated leadership and influential capabilities and ability to drive a positive culture</li><li>Proficient in functional/technical skills; Internet applications, office applications, internal tools</li></ul>About the Opportunity<br/>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.