Global Customer Success, Outsource Account Manager

Global Customer Success, Outsource Account Manager (Atlanta, GA)

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.

In this role, we are looking for someone who has experience managing global outsource operations including implementing and maintaining the most efficient and productive outsource customer service relationship, ensuring contractual accountability, and ensuring a high-quality engaging experience for our customers when interacting with customer service. The Outsource Account Manager role is a key leadership role in delivering high-quality, cost-efficient customer service operations 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.

What You'll Do

• Develop and execute strategies for effective outsource partner management, ensuring alignment with business objectives.
• Lead partner onboarding from RFP issuance, evaluation, and selection through successful onboarding and operationalization.
• Ensure a high-quality customer service experience through excellence in outsource operational management, ensuring sufficient staffing and language support for contact delivery and delivery of contractual requirements.
• Responsible for contract drafting, renewals, amendments, and change orders related to outsource partnerships partnering with the legal team on all aspects of contract management.
• Monitor and report outsource partner compliance with contractual agreements, identifying and addressing any discrepancies.
• Regularly report on BPO performance and compliance, ensuring alignment to expectation and addressing deviations with internal area owners.
• Coordinate with internal BPO engagement and support teams to ensure effectiveness of overall programs.
• Ensure timely delivery of accurate invoices and effectively managing outsource contracts and amendments.
• Create and execute project plans for new outsource programs or other related projects, ensuring adherence to established milestones and delivery of business objectives.
• Establish and promote a culture of continuous improvement for outsource operations, identifying opportunities for enhancement and implementing best practices.
• Develop and maintain effective relationships and proactive communication with outsource partners and internal stakeholders to ensure overall success.

Who You Are

• Ensures accountability: Holding self and others accountable to meet commitments.
• Communicates and collaborates effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Drives results: Consistently achieving results, even under tough circumstances.
• Data literacy: Able to comprehend, analyze, and communicate with data effectively.
• Business insight: Applying knowledge of business and the marketplace to advance the organization’s goals.
• Manages complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Plans and aligns: Planning and prioritizing work to meet commitments aligned with organizational goals.

What You've Done

• 5 years’ experience in outsource partner management or related role.
• Experience in contract management preferred.
• Project management experience preferred.
• 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.

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.