Incident Response Senior Supervisor

Global Customer Success, Incident Response Senior Supervisor

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 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 worldwide.

StubHub is growing and looking for people who want to help us shape how millions of people 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.

In this role, we are looking for someone who has strong leadership, analytical and problem-solving skills. The Incident Response Senior Supervisor role is a key leadership role in ensuring our day-to-day operations run smoothly in the Global Customer Success 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.

What You'll Do

• Coach, manage, and support a team of Incident Response Coordinators to ensure efficient and effective operations.
• Provide hands-on support and guidance to develop team members' skills and decision-making abilities in issue resolution.
• Audit and coach team members to maintain the highest quality standards, ensuring consistent performance excellence.
• Manage ongoing reports, interpret performance trends, identify root causes, and contribute to performance improvement efforts.
• Execute ad hoc reporting requests within specified SLAs, providing actionable insights to drive business performance improvement.
• Proactively identify improvement opportunities, partner with business units to execute tests, measure results, and lead change initiatives.
• Facilitate issue resolution through investigation, analysis, and effective collaboration with cross-functional partners.
• Support incident resolution by communicating effectively with impacted customers and facilitating necessary actions.

Who You Are

• Leadership

  Coach and mentor others on data analysis and manipulation, while continuously developing individual data and analytics skills.

  
  

• Strong Analytical skills

  Demonstrate strong analytical skills, developing and evaluating complex data sets to extract actionable insights for informed decision-making. Ability to synthesize complex information into a clear, concise narrative.

  
  

• Personal Initiative

  Self-starter with exceptional organizational skills, capable of managing multiple assignments, projects, and meetings. Works autonomously while maintaining transparency into key decisions, issues, and status updates.

  
  

• Business Acumen: Possess a deep understanding of business operations, effectively navigating the organization, connecting the dots, and leveraging financial experience. Develops a thorough understanding of business needs and aligns strategic goals and tactical objectives with data-driven decisions.
• Communication

  Strong interpersonal, organizational, and communication skills (written & verbal) across various functional areas and organizational levels. Effective in one-on-one, small and large group settings, and with diverse styles and position levels.

  
  

• Stakeholder Management

  Proactively manage stakeholder expectations, communicate progress, and provide effective leadership and oversight for issue resolution.

  
  

• Problem Solving

  Identify challenges, develop creative solutions, and implement strategies to overcome obstacles, maintaining a solution-oriented attitude.

  
  

• Collaboration

  Build partnerships and collaborate with others across the organization to achieve shared objectives, fostering trust and support. Actively listens, provides timely and helpful information, and encourages the open expression of diverse ideas and opinions.

  
  

What You've Done

• BS/BA degree or equivalent work experience.
• 5+ years related professional experience in Data/Business Analysis.
• Experience directly or indirectly leading others, coaching and mentoring them toward business outcomes.
• Strong understanding of the live event and/or secondary ticketing industries.
• Advanced SQL or equivalent skills.
• Familiarity with PowerBI or equivalent reporting tools.
• Basic knowledge of testing, databases, report writing, and statistical software and MS office applications.
• Experience with large-scale contact centers, global operating environments, or eCommerce / Tech is 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.