StubHub · 1 month ago
Senior Manager, GCS - Escalation Prevention
Atlanta, Georgia, United States
Full-time
Onsite
Senior Level, Lead/Staff
$117K/yr - $127K/yr
8+ years expStubHub is on a mission to redefine the live event experience globally, aiming to delight both ticket buyers and sellers. The Senior Manager, GCS - Escalation Prevention will lead strategies to proactively identify and mitigate customer-impacting issues, enhancing the overall customer and agent experience across global support channels.
E-CommerceMarketplaceTicketing
Responsibilities
Lead the design and execution of proactive escalation prevention frameworks across global GCS operations
Monitor and interpret operational and escalation trends to identify root causes, systemic risks, and emerging customer friction points
Translate insights into scalable fixes, partnering with operations, analytics, and product teams as needed to drive sustainable outcomes
Support initiatives that reduce Negative Support Experiences and improve resolution quality and timeliness
Evaluate resource needs including building/leading a high-performing team focused on proactive risk identification, issue prevention, and escalated support delivery
Establish measurable goals, OKRs, and KPIs tied to escalation prevention, tracking progress against incident reduction, and prevention impact
Partner with QA and analytics teams to ensure root cause data is consistently accurate, and actionable
Champion cross-team knowledge sharing and operational readiness initiatives that elevate global consistency and quality
Serve as a GCS escalation prevention subject matter expert, contributing insights to broader business initiatives or incident management forums
Support additional initiatives as needed based on evolving business priorities
Qualification
Required
8+ years of experience in global customer service, operations, or related escalation management functions
Proven leadership in large-scale operational improvement or incident prevention initiatives
Strong analytical skills with ability to interpret complex data into actionable insights
Experience working with global BPOs and cross-functional stakeholders
Demonstrated success in driving measurable improvements in NPS, CSAT, and operational efficiency
Excellent communication, influence, and change management capabilities
Benefits
Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you can scale your career.
Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
Paid Time Off: Generous Paid Time Off, allowing you to manage your schedule and 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.
Company
StubHub
StubHub is a ticket marketplace where users buy and sell tickets for sports, concerts, theater, and live events. It is a sub-organization of eBay.
1001-5000 employees
H1B Sponsorship
StubHub has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (35)
2024 (20)
2023 (20)
2022 (4)
2021 (4)
2020 (33)
Funding
Current Stage
Public CompanyTotal Funding
$59.23MKey Investors
ViagogoStephens GroupBEA Systems
2025-09-17IPO
2021-12-23Series Unknown· $39.63M
2021-09-08Acquired
Leadership Team
Connie James
Chief Financial Officer
Recent News
The Motley Fool
2026-01-12
Company data provided by crunchbase