Strategy & Operations Associate - Global Customer Success
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What you'll do
- Build the single source of truth for customer support performance, connecting service quality, productivity, staffing, training, and customer outcomes.
- Use AI, automation, and rapid prototyping to transform manual reporting and operational processes into faster, smarter, and more scalable systems.
- Develop decision tools that help leaders anticipate demand, deploy the right skills and capacity, and respond quickly during major events and demand spikes.
- Build the forecasting, capacity, and workforce economics models that translate customer demand, productivity, service targets, and cost into clear headcount, staffing, budget, and partner decisions across channels and markets.
- Reinvent how performance improves by translating customer interactions and operational data into sharper quality programs, training curricula, coaching, and knowledge systems.
- Tackle high-impact, ambiguous problems—from emerging performance gaps to new tooling launches—owning the work from problem definition and analysis through recommendation and implementation.
- Design metrics, dashboards, and operating reviews that surface what matters, explain why it is happening, and make the next action clear.
- Establish shared standards, definitions, and feedback loops across internal teams and global outsourcing partners, creating consistency without slowing innovation.
- Partner with Customer Success, Product, Data, and Technology leaders to test new ideas, scale what works, and shape the next generation of customer support at StubHub.
What they're looking for
- 2-5+ years in business operations / strategy or consulting
- Strong SQL and spreadsheet skills, plus experience building or maintaining dashboards.
- Experience leveraging AI tools to build, scale, and iterate data reporting and processes.
- Ability to structure ambiguous questions, validate data, identify patterns, and recommend action.
- Strong attention to detail and a commitment to accurate, decision-ready work.
- Ability to coordinate projects across stakeholders and move from analysis to implementation.
- Clear communication, customer-first judgment, curiosity, and ownership in a fast-moving environment.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we’re here to delight them all the way from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.
We're seeking a Strategy & Operations Associate to improve the systems, data, and operating models behind StubHub's global customer success organization. You'll help thousands across our customer success organization deliver reliable outcomes through better staffing, training, standards, and performance visibility.
You will build the intelligence and operating systems that help Global Customer Success perform at its best. Working across data, technology, and operations, you’ll turn complex problems into scalable solutions for a global workforce of thousands.
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.
This role is hybrid in Atlanta, GA, and may require up to 20% travel to company offices in New York, Los Angeles, Limerick, and other international partner locations.
- Build the single source of truth for customer success performance, connecting service quality, productivity, staffing, training, and customer outcomes.
- Use AI, automation, and rapid prototyping to transform manual reporting and operational processes into faster, smarter, and more scalable systems.
- Develop decision tools that help leaders anticipate demand, deploy the right skills and capacity, and respond quickly during major events and demand spikes.
- Build the forecasting, capacity, and workforce economics models that translate customer demand, productivity, service targets, and cost into clear headcount, staffing, budget, and partner decisions across channels and markets.
- Reinvent how performance improves by translating customer interactions and operational data into sharper quality programs, training curricula, coaching, and knowledge systems.
- Tackle high-impact, ambiguous problems – from emerging performance gaps to new tooling launches – owning the work from problem definition and analysis through recommendation and implementation.
- Design metrics, dashboards, and operating reviews that surface what matters, explain why it is happening, and make the next action clear.
- Establish shared standards, definitions, and feedback loops across internal teams and global outsourcing partners, creating consistency without slowing innovation.
- Partner with Customer Success, Product, Data, and Technology leaders to test new ideas, scale what works, and shape the next generation of customer support at StubHub.
- 2-5+ years in business operations / strategy or consulting.
- Strong SQL and spreadsheet skills, plus experience building or maintaining dashboards.
- Experience leveraging AI tools to build, scale, and iterate data reporting and processes.
- Ability to structure ambiguous questions, validate data, identify patterns, and recommend action.
- Strong attention to detail and a commitment to accurate, decision-ready work.
- Ability to coordinate projects across stakeholders and move from analysis to implementation.
- Clear communication, customer-first judgment, curiosity, and ownership in a fast-moving environment.
- Accelerated Growth Environment: An environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.
- Top Tier Compensation Package: Competitive base, equity, and upside that tracks with your impact.
- Flexible Time Off: Enjoy unlimited Flex Time Off, giving you the flexibility to manage your schedule and take time to recharge as needed.
- Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package, featuring 401k, and premium Health, Vision, and Dental Insurance options.
The anticipated gross base pay range is below for this role. Actual compensation will vary depending on factors such as a candidate’s qualifications, skills, experience, and competencies. Base annual salary is one component of StubHub’s total compensation and competitive benefits package, which includes equity, 401(k), paid time off, paid parental leave, and comprehensive health benefits.
Company
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