StubHub · 4 hours ago
GCS Training Manager
Atlanta, Georgia, United States
Full-time
Hybrid
Mid, Senior Level
$81K/yr - $95K/yr
5+ years expStubHub is on a mission to redefine the live event experience on a global scale. As the GCS (Global Customer Service) Training Manager, you will lead the global new hire training strategy and ensure agents are equipped with the necessary skills to deliver exceptional customer service. This role involves collaborating with various teams to enhance training effectiveness and supporting ongoing development for team members and leaders.
E-CommerceMarketplaceTicketing
Responsibilities
Own and continuously improve global new hire training across in-house and outsource partners, ensuring a consistently high standard of delivery and a strong focus on reducing time-to-proficiency
Evaluate and improve training effectiveness using available data, while identifying gaps and recommending additional data and reporting needs to better measure outcomes
Partner with GCS and Operations teams to understand current training processes and content, provide recommendations, and lead improvements where appropriate
Ensure training readiness for business changes, including new processes, policies, and products, while driving retention and compliance
Establish a structured review cycle for all training content to ensure accuracy, relevance, and alignment with evolving business needs
Provide governance and oversight of outsource partner training, including trainer quality, certification, performance monitoring, and continuous improvement
Support training for tenured team members, supervisors, and managers, identifying opportunities to improve customer experience, performance, and leadership capability
Lead and develop the training and instructional design team, ensuring strong performance, growth, and alignment to business priorities while evolving the training organization as the business scales
Support People team initiatives where training enablement is required
Maximize training tools and technology, ensuring current platforms are used effectively and evaluating opportunities to improve or introduce new tools where gaps exist
Additional Responsibilities as assigned
Qualification
Required
5+ years of experience in customer service leadership including training and instructional design
3+ years of experience leading global teams
Strong experience with training tools, LMS platforms, and content development methodologies
Preferred
Experience with large-scale contact centers, global operations, or eCommerce Tech
Proficiency with MS Office, PowerPoint, and project management tools (e.g., Airtable, JIRA)
Benefits
401k
Paid time off
Paid parental leave
Comprehensive health benefits
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