GCS Senior Manager - Top Seller Support

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. StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events worldwide. We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a 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. The Global Customer Service Senior Manager - Top Seller Support is responsible for overseeing the strategic direction and day-to-day operations of the customer service department, leading a team of managers and supervisors to deliver exceptional service and drive performance results. Success in this role requires a strategic mindset, strong leadership abilities, and a passion for exceeding customer expectations. The ideal candidate will have a proven track record of driving results in a fast-paced, dynamic environment. This is a day shift, full-time position, working M-F with occasional flexibility required to accommodate evenings and weekends based on business needs. What You'll Do: Develop and implement strategic initiatives to optimize departmental performance, enhance the customer experience, and achieve organizational goals. Lead and mentor a team of customer service managers and supervisors, providing guidance, support, and professional development opportunities. Set and monitor departmental KPIs and service level agreements, identifying areas for improvement and implementing strategies to drive performance excellence. Partner with analytics resources and leverage available data to identify trends and opportunities that increase resolution rates and reduce customer contacts. Collaborate with cross-functional teams to identify opportunities for process improvements and implement solutions to enhance efficiency and effectiveness. Ensure adherence to company policies and procedures, as well as compliance with regulatory requirements. Monitor industry trends and best practices to identify opportunities for innovation and service enhancements. Prepare and present regular reports on departmental performance, including key metrics, insights, and recommendations, to senior leadership. Foster a culture of accountability, collaboration, and continuous improvement within the customer service team. Additional duties as assigned. Who You Are: Strategic Leadership - Ability to develop and implement strategic initiatives to achieve organizational goals and drive performance excellence. Strategic Thinking - Ability to anticipate future challenges and opportunities and develop proactive strategies to address them. Change Management - Experience leading organizational change initiatives and driving adoption of new processes and procedures. Performance Management - Demonstrated ability to set and monitor performance metrics and KPIs to drive continuous improvement and achieve results. Communication - Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization, including executives, department heads and external partners. Problem Solving - Strong analytical and problem-solving skills to identify root causes of issues and develop effective solutions. Team Building - Skill in building and fostering a collaborative and inclusive team environment that promotes engagement ... (truncated, view full listing at source)