Director, Global Customer Success
On-siteAtlanta, Georgia, United States
Job Summary
Ideate, execute, and deliver strategic initiatives to improve top-line KPIs including customer satisfaction, service levels, and first contact resolution rates. Measure and improve secondary KPIs to drive individual and leadership performance while leveraging data insights to shape the department roadmap. Coach senior leadership to build trusting relationships that ensure high eNPS and reduced attrition, acting as a transformation champion to lead a global organization through constant evolution. Build cross-functional relationships across Product, Tech, Data, and Operations to remove barriers to team success, providing quantifiable customer feedback that drives experience improvements. Encourage decision-making and accountability at all levels while embodying StubHub's cultural values as a culture ambassador. This full-time role requires flexibility for nights and weekends, is based in Atlanta with up to 20% travel to international sites, and involves leading teams across multiple locations.
Required Qualifications
- 10+ years of operations leadership experience
- Advanced analytical, verbal and written communication skills
- Demonstrated leadership and influential capabilities with the ability to drive a positive culture
- Proficient in functional/technical skills; Internet applications, office applications, internal tools
- Strong familiarity with running a large-scale and global operations team (300K contacts/month)
- Strong out of the box problem solving and decisive decision-making abilities
- Strong ability to lead, coach, motivate, inspire, and empower others to deliver excellence
- Nights and/or weekends may be required based on the needs of the business
- This role is based in Atlanta, GA
- up to 20% travel will be required to our offices in New York, Los Angeles, Limerick, and other international partner sites
Desired Qualifications
- Bonus for customer service experience
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