Operations Manager - Payments, Chargebacks & Fraud

Job Description

Job 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.

The Payments Operations team is responsible for ensuring the smooth functioning of our payments processes as well as disputing and tracking chargebacks .

As the world's leading platform for live events, the seamless execution of payments processes, and dispute management are a key factor to continue being the industry leader.

The payments operations team works with global payments portals and helps inform our product strategy to ensure we offer the best experience to both buyers and sellers.

We are looking for a someone who is obsessed with solving problems. You should combine strong people management skills, an analytical mindset and dedication to ensuing that the toughest problems are resolved .

The successful candidate will need a bias for action and detail, with proven operational and people management skills kills in a high-pressure environment.

This Full-Time position may require weekend, holiday, daytime, and / or evening hours.

This role will begin as in-office 5 days per week for the first 3-6 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration.

What You'll Do

• Measure and track performance of each of the team's workflows using current metrics as well as improve upon these or create new ones when required.
• Create and implement new workflows when needed to improve team operational performance and success
• Devise and implement new training programs for the team to improve execution, quality, and team success
• Lead the performance and development review cycle for your team
• Conduct one-to-ones with members of the buyer transaction operations team to give and receive feedback, resolve issues, and help in the professional development of your direct reports
• Closely track individual performance metrics and understand how these relate to the team metrics, including explaining changes in metrics over time and as a result of new initiatives
• Help provide feedback as well as test new payments and chargebacks products.
• Maintain or improve current chargeback metrics. Specifically, dispute and agent win rate.
• Be the expert on ensuring smooth payments operations

What You've Done

• A "can do" attitude
• Excellent people management skills. 1+ years experience managing a team required.
• A natural curiosity to spot, break down and resolve problems
• Is able to be resourceful and proactive with the tools given to them
• Flexibility to work during weekdays and weekends as per calendar requirements
• Track record of building new processes and solving problems from scratch
• Proficiency with Excel strongly preferred.
• Basic SQL experience or willingness to learn

Competencies

• Customer Focus : The commitment to understanding and meeting the needs of customers
• Time Management : The skill to prioritize tasks, manage workload efficiently, and meet deadlines.
• Communication : The capability to convey information clearly and effectively to colleagues, clients, or stakeholders, both verbally and in writing.
• Leadership : The ability to influence and motivate others to achieve goals and drive initiatives forward.

What We Offer

• 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.
• Team-Building Events : Engage in vibrant team events that foster camaraderie and collaboration, creating an atmosphere for celebrating your professional and personal growth.

Not sure if you meet all of the requirements above? We'd like to hear from you anyway; we're looking for curious problem solvers to help us build the best experience in the live events industry.

If that sounds like you please reach out to us.

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.

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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.