Global Customer Success Project Manager (Customer Service Contact Center)

GCS Project Manager (Customer Service Contact Center)

StubHub is growing and looking for people who want to help us shape how millions buy, sell, connect, and experience live events worldwide.

We value togetherness, trust, inclusion, and, most importantly, a culture of winning. We are a global organization looking for champions of innovation and change.

If you are an entrepreneurial risk taker and ready to roll up your sleeves, you'll thrive in our environment where the rewards are highly motivating.

Job Description :

In this role, we are looking for someone who has project management experience, strong organization and communications skills and the ability to drive alignment and move business initiatives forward.

The Project Manager role is a key role in delivering our strategic and tactical objectives in the Global Customer Service organization.

We aim to be recognized as the best and most trusted customer experience brand in the world!

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.

Responsibilities :

• Create and maintain project plans and charters that include defining problem statements, scope, timelines, deliverables and owners, resulting in a positive impact to business metrics and outcomes.
• Effectively lead Project meetings ensuring efficient use of time with clear objectives while providing explicit actions and owners to progress outcomes.
• Keep stakeholders informed about project progress, milestones, and any changes in project scope.
• Identify potential project risks and issues and work collaboratively with stakeholders to develop and implement solutions.
• Leadership and management of program and project documentation including project plans, communication plans, risk and issue management, contingency plans, decision-making / change control processes, regular status updates and executive updates.
• Evaluate upcoming changes, probe for better understanding, and ensure that customer service requirements are represented.
• Develop and execute change management / readiness plans for small and large-scale projects including policy changes, process improvements, experiments / testing, major events and seasonal readiness.

Competencies :

• Action oriented : Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm while ensuring accountability.
• Plans and aligns : Plans and prioritizes work for self to meet commitments aligned with organizational goals. Breaks down objectives into appropriate initiatives and actions.

Strong organizational and time management skills. Able to prioritize and manage multiple assignments, projects, and meetings autonomously while being meticulous about the details.

• Manages complexity : Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems by asking the right questions to accurately analyze situations, gathering information from multiple sources to solve problems, uncovering root cause, and evaluating benefits, disadvantages, and risks for different solution options.
• Communicates and collaborates effectively : Building partnerships and works collaboratively with others across the organization to achieve shared objectives while building trust and support of others.

Is effective in a variety of communication settings including one-on-one, small and large groups, or among diverse styles and position levels.

Attentively listens to others, provides timely and helpful information to others across the organization and encourages the open expression of diverse ideas and opinions.

Drives results : Consistently achieves results in a fast-paced environment, adapting approach real time to match the shifting demands of different situations.

Has a strong bottom-line orientation. Persists in accomplishing objectives despite obstacles and setbacks. Has a history of exceeding goals successfully.

Pushes self and helps others achieve results.

Leads without authority : Has the ability to guide, motivate and lead others without relying on hierarchical or positional power.

Influences by building relationships, communicating effectively and leading by example.

Required Qualifications

• BS / BA degree or equivalent work experience.
• 5+ years related professional experience in program or project management.
• Experience with large-scale contact centers, global operating environments, or eCommerce Tech preferred.
• Experience and expertise with MS Office (Word, Excel, PowerPoint), and project management tools such as Airtable and JIRA preferred.
• PMP certification preferred.

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.

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 for events worldwide- from sports to music, comedy to dance, festivals to theater- StubHub offers the safest, most convenient way to buy or sell tickets for the most memorable live experiences.

Join our team for a front-row seat to the action.

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.