Strategy & Operations Manager - Customer Experience Efficiency

Strategy & Analytics Manager - Customer Experience Efficiency

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.

In order to enable millions of users to explore, interact with, and participate in live events worldwide, we're seeking a Strategy & Analytics Manager to drive efficiency across the customer experience stack for both buyers and sellers, with the goal of reinvesting these efficiency gains into customer centric retention building growth.

Location: Hybrid (3 days in office / 2 days remote) New York, NY

As a Strategy & Analytics Manager, you'll play a hybrid role at the intersection of analytics, strategy, product, operations and finance. You'll use analytics to identify high-impact efficiency opportunities and lead by influence cross-functionally to execute on these ideas. You'll be partnering closely with engineers, analysts, operations and finance leaders.

What You'll Do:

• Lead the customer experience efficiency strategy: Put in place the quantitative framework to measure efficiency and identify opportunities.
• Optimize growth opportunities and reduce inefficiency: identify high-spend/low-return areas, size opportunities, and lead cross-functional programs to remove, reduce, or reallocate spend; track benefits to the P&L.
• Own the multi-hundred million customer experience cost data platform end-to-end: define the model, build pipelines with Engineering/Analytics, and deliver accurate, near real-time views of cost, waste, and ROI.
• Attribute every dollar spent on customer experience: tie spend to policies, products, workflows and customer cohorts; reconcile with Finance to create one source of truth, available in real time.
• Turn policy into P&L: quantify the financial impact of operational and product choices; embed cost/benefit guardrails into planning, experimentation, and business cases.
• Bridge Operations and Finance: establish trust through crisp reconciliation, driver-based forecasting, and explainable variances building confidence up to and including the CFO.

What You've Done:

• 4-8+ years of experience in strategy, analytics, business operations, consulting or finance, ideally in a tech or marketplace environment; operating comfortably across business and Finance.
• Excellent analytical and technical skills: strong SQL proficiency and a solid understanding of database architecture; you wouldn't be out of place on an Analytics Engineering team.
• Track record as a highly effective operator: Demonstrated success in owning cross-functional initiatives from concept through execution.
• Exceptional communication: You simplify complexity, write tight narratives, and present confidently to senior leadership (up to CFO/COO).

What We Offer:

• Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.
• Top Tier Compensation Package: Enjoy a rewarding compensation package that includes enticing stock incentives, aligning with our commitment to recognizing and valuing your contributions.
• Flexible Time Off: Embrace a healthy work-life balance with unlimited Flex Time Off, providing you the flexibility 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.

If you're excited to turn data into exponential buyer and seller onboarding growth and enable reinvestment of efficiency dollars into customer acceleration/retention, we'd love to hear from you.

The anticipated gross base pay range is below for this role. Actual compensation will vary depending on factors such as a candidate's qualifications, skills, experience, and competencies. Base annual salary is one component of StubHub's total compensation and competitive benefits package, which includes equity, 401(k), paid time off, paid parental leave, and comprehensive health benefits.

Salary Range

$175,000 - $270,000 USD

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. For California Residents: California Job Applicant Privacy Notice found here

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.