GCS Senior Program Manager - Escalation Prevention

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.

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.

The Senior Program Manager, GCS - Escalation Prevention, leads global strategies and operational programs focused on proactively identifying, mitigating, and eliminating customer-impacting issues before they escalate. This role is accountable for building structures, insights, and interventions that reduce escalation volume, strengthen quality metrics, and improve the overall customer and agent experience across all global support channels. The ideal candidate will have a strategic mindset, strong leadership abilities, and a proven track record of driving results in a fast-paced, dynamic environment.

This is a day shift, full-time position, working M-F with occasional flexibility required to accommodate evenings and weekends based on business needs.

What You'll Do:

• Lead the design and execution of proactive escalation prevention frameworks across global GCS operations.

• Monitor and interpret operational and escalation trends to identify root causes, systemic risks, and emerging customer friction points.

• Translate insights into scalable fixes, partnering with operations, analytics, and product teams as needed to drive sustainable outcomes.

• Support initiatives that reduce Negative Support Experiences and improve resolution quality and timeliness.

• Evaluate resource needs including building/leading a high-performing team focused on proactive risk identification, issue prevention, and escalated support delivery.

• Establish measurable goals, OKRs, and KPIs tied to escalation prevention, tracking progress against incident reduction, and prevention impact.

• Partner with QA and analytics teams to ensure root cause data is consistently accurate, and actionable.

• Champion cross-team knowledge sharing and operational readiness initiatives that elevate global consistency and quality.

• Serve as a GCS escalation prevention subject matter expert, contributing insights to broader business initiatives or incident management forums.

• Support additional initiatives as needed based on evolving business priorities.

• Additional duties as assigned.

Who You Are:

• Operational Excellence & Hands-On Leadership - Drives end-to-end operational stability and process discipline; translates prevention insights into measurable operational improvements.

• Data-Driven Decision Making & Problem Solving - Uses quantitative and qualitative insights to diagnose patterns, forecast risks, and inform preventive action plans.

• Transformational Leadership - Leads change with clarity and conviction; simplifies complex initiatives into actionable strategies that improve fan and agent experience.

• Customer-First Focus - Prioritizes solutions that elevate the fan experience by preventing recurrence and ensuring timely, frictionless resolution.

• Adaptability & Agility - Adjusts strategies rapidly in response to operational and business shifts, balancing proactive and reactive priorities.

• Effective Communication - Synthesizes complex operational and incident insights into clear, concise narratives for senior stakeholders and frontline teams.

What You've Done:

• 8+ years of experience in global customer service, operations, or related escalation management functions.

• Proven leadership in large-scale operational improvement or incident prevention initiatives.

• Strong analytical skills with ability to interpret complex data into actionable insights.

• Experience working with global BPOs and cross-functional stakeholders.

• Demonstrated success in driving measurable improvements in NPS, CSAT, and operational efficiency.

• Excellent communication, influence, and change management capabilities.

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.

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
$116,750—$127,125 USD

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 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.

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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.