StubHub · 5 days ago
GCS Workforce Capacity & Systems Manager
Atlanta, Georgia, United States
Full-time
Onsite
Mid Level
$102K/yr - $117K/yr
3+ years expStubHub is on a mission to redefine the live event experience on a global scale. The Workforce Capacity & Systems Manager will ensure back-office teams are adequately staffed and will own the systems and processes for staffing and response time outcomes, while collaborating with outsourced resources for effective staffing decisions.
E-CommerceMarketplaceTicketing
Responsibilities
Own the calculation of headcount requirements for non-frontline teams, including required inputs, planning cadence, and approvals
Escalate risks when staffing levels will not meet response time targets
Ensure seamless access and system provisioning for GCS personnel during onboarding and offboarding, collaborating effectively with internal and external stakeholders
Supervise and support the Jr. GCS Business Systems Administrator, guiding their work in onboarding and offboarding and overseeing overall maintenance of employee data and permissions across multiple systems
Hold outsourced Workforce Management partners accountable for executing staffing plans accurately and on time, escalating risks and gaps as needed
Independently analyze data to identify root causes of staffing or system issues and drive process improvements
Develop reporting and analyses to support staffing decisions, service-level monitoring, cost efficiency, and operational risk reduction
Spearhead the design and implementation of streamlined processes to accommodate evolving roles, systems, and operational demands, prioritizing efficiency and adaptability
Serve as a primary point of contact for system-related issues and escalations, coordinating resolution with internal and external partners
Provide support for strategic initiatives, leveraging analytical insights and documenting business requirements to drive operational efficiency and system enhancements
Maintain proficiency in Global Customer Service systems, including Twilio, Amazon Connect, and StubHub proprietary tools
Additional duties as assigned
Qualification
Required
3+ years' experience working with customer service or operations teams in a scaled environment
Project management experience
Experience with large-scale contact centers, global operating environments, or eCommerce Tech
Proficiency with Salesforce or similar CRM software
Proficiency with Microsoft Office (Excel, Word), Salesforce, or similar software
Data-driven decision making - Able to collect, analyze, and interpret data to make informed, objective decisions
Process optimization - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
Technical Proficiency - Expertise in system configuration, maintenance, and analysis, coupled with proficiency in relevant software and tools
Communication - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
Stakeholder management - Anticipating and balancing the needs of multiple stakeholders
Work direction & delegation - Providing direction, delegating, and removing obstacles to get work done
Benefits
Accelerated Growth Environment
Top Tier Compensation Package
Paid Time Off
Comprehensive Benefits Package
401k
Premium Health, Vision, and Dental Insurance options
Paid parental leave
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
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
2026-02-05
Sports Business Journal
2026-01-23
Company data provided by crunchbase