Director, Global Workforce Optimization
The Director of Global Workforce Optimization at StubHub is responsible for overseeing workforce planning and productivity measurement across both in-house and outsourced support operations. This role involves transforming volume forecasts and service targets into headcount and capacity plans, determining the optimal mix of internal and external resources, and managing metrics and reporting to assess the efficiency of these capacities. Additionally, the director leads partner evaluations and contract negotiations, including assessing the vendor landscape and structuring rate cards, service level agreements (SLAs), and performance terms.
Key responsibilities include developing and executing global workforce strategies encompassing forecasting, headcount planning, scheduling, and real-time analysis. The director is also tasked with defining and reporting on productivity metrics such as occupancy, utilization, and handle time to ensure efficient resource use. Continuous evaluation of prospective outsourcing partners is essential, maintaining an active pipeline of vendors that could enhance service capability, geographic coverage, or cost structure. The role involves defining enterprise key performance indicators (KPIs) and frameworks to support the Global Operations leadership team in all key labor decisions, leading location strategy, workforce planning, and data modeling to support in-house and outsourcing efforts, and creating frameworks and governance tools to support long-term workforce strategy. Collaboration with HR, finance, and other cross-functional teams is crucial to ensure data-driven decision-making. The director also develops and oversees the process flow for intake, analysis, and delivery of requests for new site locations, changes of sites, changes of services, and staffing needs. Acting as a culture ambassador, the director embodies StubHub's cultural values and encourages others to do the same.
Candidates should possess strategic leadership abilities to develop and implement initiatives that achieve organizational goals and drive performance excellence. Strong strategic thinking skills are necessary to anticipate future challenges and opportunities and develop proactive strategies to address them. An analytical mindset is essential, with a focus on data-driven decision-making and ensuring data integrity. Experience in operational and organizational design is important to map out and design an organization and support structure that leads to outsized performance results. Proficiency in change management is required, with experience leading organizational change initiatives and driving adoption of new processes and procedures. Demonstrated performance management skills are needed to set and monitor performance metrics and KPIs to drive continuous improvement and achieve results. Excellent verbal and written communication skills are necessary to convey information clearly and effectively across all levels of the organization, including executives, department heads, and external partners. Strong problem-solving skills are required to identify root causes of issues and develop effective solutions, with an openness to challenging the status quo. Team-building skills are important to foster a collaborative and inclusive team environment that promotes engagement and accountability. A customer-focused approach is essential, with a commitment to prioritizing the needs and satisfaction of customers in all decision-making and actions. Adaptability is crucial to thrive in a fast-paced and dynamic environment, with the flexibility to adapt to changing priorities and business needs.
The compensation package for this role includes a base annual salary ranging from $200,000 to $225,000 USD. Additional benefits encompass a comprehensive benefits package featuring 401(k) and premium health, vision, and dental insurance options. Generous paid time off is provided, allowing for work-life balance, and team-building events are organized to foster camaraderie and collaboration.
StubHub is a global organization committed to redefining the live event experience. The company values togetherness, trust, inclusion, and a culture of winning. It seeks individuals who are champions of innovation and change, and who are entrepreneurial risk-takers ready to contribute to a highly motivating environment.