Project Manager, Global Customer Service

Company: StubHub
Location: Draper
Posted on: May 23, 2023

Job Description:

Project Manager, Global CS

StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events around the world. 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.

We operate as one team globally, supportive, reliable and solution oriented, building trust through relationships, showing up as your best each day, being inclusive with a mutual respect for others, listening to understand and being transformative with a winning mindset championing change.

Job Description

In this role, we are looking for someone who can deliver on business objectives and projects working with a cross functional and geographically dispersed team to effectively plan, execute and deliver on changes of varying size tied to key business metrics and outcomes in our Global Customer Service organization. We drive trust and loyalty by providing exceptional customer service for live events around the world.

Responsibilities:

--- Can effectively plan, manage and execute initiatives or projects resulting in a positive impact to business metrics and outcomes.

--- Serve as the Global Customer Service project lead for strategic initiatives led by other business units with the organization.

--- Partners and works effectively with the internal Global Customer Service cross functional team, the technology team, other business units effectively representing Global Customer Service and customer journey.

--- Evaluate upcoming changes, probe for better understanding, and ensures that customers service requirements are represented.

--- Develop and execute change/readiness plans for both small and large-scale projects including, but not limited to, policy changes, process improvements, experiments/testing, major events and seasonal readiness.

--- Leadership and management of program and project documentation including but not limited to project plans, communication plans, risk and issue management, decision making/change control processes, regular status updates and executive updates.

--- Self-starter, well organized and able to prioritize and manage multiple assignments, projects, and meetings autonomously while being meticulous about the details.

--- Excellent communication skills, able to synthesize complex information into a clear, concise narrative to enable effective decision making.

--- Works autonomously while maintaining a high level of transparency into key decisions, issues and status proactively communicating progress and issue management.

--- Has a positive outlook inspiring others around them to see the vision and motivate others to deliver on the desired outcomes.

Competencies:

--- Action oriented taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

--- Collaborates building partnerships and working collaboratively with others to meet shared objectives.

--- Communicates effectively by attentively listening to others, providing timely and helpful information to others in the organization and developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

--- Driven and adaptable consistently achieving results, even under tough circumstances, adapting approach real time to match the shifting demands of different situations.

--- Optimizes work processes knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Position Type and Expected Hours of Work:

This is a full-time position requiring at least 3 days a week in our office. This role is based in Draper, UT and will require up to 5% travel to our offices in New York, Los Angeles, Limerick, and/or Taipei.

Preferred Education and Experience:

--- BS/BA degree or equivalent work experience.

--- 4+ years related professional experience in program or project management.

--- Experience and expertise with MS Office (word, excel, PowerPoint), Visio, and project management tools.

--- Experience with large-scale contact centers, global operating environments, or eCommerce / Tech is preferred.

--- PMP certification a plus.

About us:

StubHub is on a mission to give the world the freedom to connect to powerful live experiences no matter where they are, whenever they want. Whether it's Harry Styles, the Yankees, Billie Eilish or Real Madrid, we're here to give fans the access to the live entertainment they love. That means we must power the destination for every type of live event fan to unlock the transformative live experience that's right for them. We are their ticket to unforgettable memories - the crack of the bat, the first guitar chord or drum tap, the roar of the crowd at the championship winning goal, the joke that makes their belly ache from laughter. To do this, we must have the most premiere industry partnerships that deliver more seamless integrated solutions and aggregate the widest event catalogue, know our customers to design more personalized discovery of that very catalogue and get that fan into the event of their dreams so they keep coming back. Daily innovation is at the crux of how we do this and a passionate team that rigorously prioritizes the most results-oriented work they can deliver is what gets it done and keeps us leading the industry.

We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.

Keywords: StubHub, Draper , Project Manager, Global Customer Service, Executive , Draper, Utah