Strategy & Operations Manager - Customer Experience Efficiency

StubHubNew York, New York, United States · Posted 5 months ago

Full-timeEst. 222,500 USD

Description

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.

In order to enable millions of users to explore, interact with, and participate in live events worldwide, we’re seeking a Strategy & Operations Manager to drive efficiency across the customer experience stack for both buyers and sellers, with the goal of reinvesting these efficiency gains into customer centric retention building growth.

Location: Hybrid (3 days in office / 2 days remote) – New York, NY

As a Strategy & Operations Manager, you’ll play a cross-functional role at the intersection of business operations, strategy, finance, and customer experience. You’ll help connect strategy across multiple teams, identify where we can improve outcomes and use our resources more effectively, and lead by influence to turn those opportunities into action. You’ll partner closely with Product, Operations, Analytics, Engineering, and Finance leaders to align priorities, close gaps, and ensure our investments ladder up to the broader customer experience strategy.

As a Strategy & Operations Manager, you’ll play a hybrid role at the intersection of business operations, strategy, analytics, and finance. You’ll use data to identify high-impact efficiency opportunities, connect strategy across teams, and lead by influence cross-functionally to turn these opportunities into action. You’ll partner closely with Product, Operations, Analytics, Engineering, and Finance leaders to align priorities, close gaps, and ensure investments across the customer experience are driving the right outcomes.

What You’ll Do:

Lead the customer experience efficiency strategy: Build a clear, data-driven view of efficiency across the customer experience and identify opportunities to improve outcomes and how we invest.
Optimize growth opportunities and reduce inefficiency: Identify high-spend/low-return areas, size opportunities, and lead cross-functional programs to remove, reduce, or reallocate spend; track benefits to the P&L.
Connect strategy across teams: Bring together priorities and strategies across multiple customer experience verticals, identify gaps and tradeoffs, and align stakeholders around the highest-impact opportunities.
Drive cross-functional execution: Act as an operator on high-priority initiatives, coordinating across Product, Operations, Analytics, Engineering, Finance, and other teams to solve problems and move work from strategy through execution.
Partner closely with Finance: Build a clear understanding of where and how we’re spending across the customer experience organization, connect investments to outcomes, and support planning, forecasting, and decision-making.
Use data to drive decisions: Work hands-on with data to understand cost and performance drivers, size opportunities, and evaluate impact; partner with Analytics and Engineering on more complex data needs and infrastructure.
Support customer experience platforms and programs: Project manage key platform initiatives and changes across teams, ensuring stakeholders understand what’s changing, why it matters, and how it impacts the broader strategy.

What You’ve Done:

4-8+ years of experience in business operations, strategy, analytics, consulting, finance, or a related role, ideally in a tech or marketplace environment; comfortable operating across business and Finance.
Strong analytical and technical skills: Highly comfortable working with large and complex datasets, with strong SQL proficiency and the ability to independently analyze data, identify insights, and translate them into business decisions.
Strong business judgment: You can connect data to the bigger picture, evaluate cost and customer experience tradeoffs, and turn analysis into clear recommendations and action.
Track record as a highly effective operator: Demonstrated success leading cross-functional initiatives from concept through execution, even when you don’t directly own the teams or systems involved.
Exceptional ability to lead through influence: You can align stakeholders with different priorities, create clarity in ambiguous situations, and drive teams toward a shared strategy and outcome.
Exceptional communication: You simplify complexity, write tight narratives, and present confidently to senior leadership (up to CFO/COO).

What We Offer:

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.

If you’re excited to use data to connect strategy to execution, improve how we invest across the customer experience, and bring teams together to drive better outcomes for buyers and sellers, we’d love to hear from you.

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.

Salary Range

$175,000—$270,000 USD

About Us

StubHub is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. Come join our team for a front-row seat to the action.

For California Residents: California Job Applicant Privacy Notice found here

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.

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