GCS Performance Program Manager

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 a results-driven and detail-oriented individual. They should be analytical, collaborative, and possess excellent communication skills. The GCS Performance Program Manager will lead a team that develops and implements incentive and penalty systems to improve employee productivity and quality. 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.  

• Pull reports regularly to track agent performance data and identify trends and changes.
• Communicate to supervisors which employees are not hitting performance targets.
• Communicate and collaborate with key stakeholders to ensure leaders are abiding by the Performance Management program’s steps.
• Produce weekly progress updates for the Director-level leadership team.
• Act as the main point of contact for feedback from leadership and use sound judgment to review exceptions.
• Document standards for exception review.
• Support improvements to the Performance Management program.
• Continuously evaluate the effectiveness of newly implemented processes, making real-time adjustments to optimize performance and enhance overall operational outcomes.
• Work cross-functionally with the GFX Frontline teams, Ops Support, Data Ops, and HR.
• Provide overall support to the Variable Compensation team with ad hoc requests.

• Communication - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Data literacy - Able to comprehend, analyze, and communicate with data effectively.
• Optimizes work processes - Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Manages ambiguity - Operating effectively, even when things are not certain, or the way forward is not clear.
• Self-starter - Able to take initiative and work independently without constant supervision.

• Bachelor’s degree or equivalent work experience.
• 4+ years of broad-based compensation experience and/or similar relevant experience in data analysis, modeling and/or reporting.
• Experience administering an incentive program or similar relevant experience.
• Program or project management experience.
• Advanced proficiency in Microsoft Office, particularly Excel.
• Experience with large-scale contact centers, global operating environments, or eCommerce/Tech.

• 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.