GCS Senior Manager - High Impact Customer Service

The role

The Global Customer Service Senior Manager oversees the strategic direction and day-to-day operations of the customer service department. This person leads a team of managers and supervisors to deliver service and drive performance results.

What you will do

• Develop and implement strategic initiatives to optimize performance and enhance customer experience.
• Lead and mentor a team of customer service managers and supervisors.
• Set and monitor departmental KPIs and service level agreements.
• Partner with analytics resources to identify trends and increase resolution rates.
• Collaborate with cross-functional teams to implement process improvements.
• Ensure adherence to company policies and regulatory requirements.
• Monitor industry trends and best practices.
• Prepare and present regular performance reports to senior leadership.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Additional duties as assigned.

Required qualifications

• 4+ years of experience in a customer service leadership or a related role, with demonstrated success.
• Proven track record of leading teams to achieve and exceed performance targets.
• Demonstrated analytical skills, with comfortability extracting insights from data.
• Proficiency in Microsoft Office and CRM software.
• Strategic Leadership: Ability to develop and implement strategic initiatives.
• Strategic Thinking: Ability to anticipate future challenges and develop proactive strategies.
• Change Management: Experience leading organizational change initiatives.
• Performance Management: Ability to set and monitor performance metrics and KPIs.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Skill in building and fostering a collaborative and inclusive team environment.
• Commitment to prioritizing the needs and satisfaction of customers.

Nice to have

• 5+ years' experience in customer service-related industry preferred.
• Experience working in a performance-driven culture is a plus.
• Certification in customer service management or relevant training programs is desirable.

Benefits

• Accelerated Growth Environment
• Top Tier Compensation Package
• Generous Paid Time Off
• 401k
• Premium Health, Vision, and Dental Insurance options

About the company

StubHub is a global marketplace to buy and sell tickets to live events. The company services customers in 195 countries through StubHub and viagogo.