GCS Training 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 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.

As the GCS (Global Customer Service) Training Manager, you will be a key leader within the GCS Enablement team, partnering closely with Knowledge Management and Quality Assurance to ensure agents are enabled with the skills, knowledge and behaviors needed to deliver exceptional customer service.

You will own the strategy, quality and effectiveness of global new hire training across both in-house and outsource partners while also supporting ongoing training for tenured team members, supervisors and` managers. This role requires strong people leadership, strategic focus and the ability to influence cross-functionally.

This is a dayshift, full-time position, working Monday to Friday with occasional flexibility required to accommodate evenings, weekends and/or holidays based on business needs.

Hybrid environment: This role will begin as in-office 5 days per week for the first 3 months and then shift to in-office 3 days per week to ensure cross-functional collaboration. 10% travel may be required.

What You'll Do:

• Own and continuously improve global new hire training across in-house and outsource partners, ensuring a consistently high standard of delivery and a strong focus on reducing time-to-proficiency.

• Evaluate and improve training effectiveness using available data, while identifying gaps and recommending additional data and reporting needs to better measure outcomes.

• Partner with GCS and Operations teams to understand current training processes and content, provide recommendations, and lead improvements where appropriate.

• Ensure training readiness for business changes, including new processes, policies, and products, while driving retention and compliance

• Establish a structured review cycle for all training content to ensure accuracy, relevance, and alignment with evolving business needs.

• Provide governance and oversight of outsource partner training, including trainer quality, certification, performance monitoring, and continuous improvement.

• Support training for tenured team members, supervisors, and managers, identifying opportunities to improve customer experience, performance, and leadership capability.

• Lead and develop the training and instructional design team, ensuring strong performance, growth, and alignment to business priorities while evolving the training organization as the business scales.

• Support People team initiatives where training enablement is required.

• Maximize training tools and technology, ensuring current platforms are used effectively and evaluating opportunities to improve or introduce new tools where gaps exist.

• Additional Responsibilities as assigned.

Who You Are:

• People Leader: You develop and inspire teams while holding high standards for quality and accountability.

• Strategic and Outcome-Focused: You balance long-term training strategy with execution that delivers measurable business impact.

• Influential Partner: You build strong relationships and drive alignment across teams without relying on direct authority.

• Data-Oriented: You use data to inform decisions, measure success, and communicate impact, even in environments with imperfect information.

• Adaptable: You are comfortable operating in a fast-changing environment with evolving processes, policies, and products.

• Clear Communicator: You can translate complex information into clear, actionable insights for leaders at all levels.

• Problem Solving: Quickly learns how the business works, anticipates obstacles, finds creative solutions to business problems, and can effectively prioritize and complete multiple assignments.

What You've Done

• 5+ years of experience in customer service leadership including training and instructional design

• 3+ years of experience leading global teams.

• Experience with large-scale contact centers, global operations, or eCommerce Tech preferred.

• Strong experience with training tools, LMS platforms, and content development methodologies

• Proficiency with MS Office, PowerPoint, and project management tools (e.g., Airtable, 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.

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 pay is one component of StubHub’s total compensation and competitive benefits package, which includes 401(k), paid time off, paid parental leave, and comprehensive health benefits.

Base Range
$81,000—$95,000 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.