Strategy & Analytics Manager - Customer Experience Efficiency

New Yorkmid

Data ScienceCustomer Support

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Quick Summary

Key Responsibilities

Lead the customer experience efficiency strategy: Put in place the quantitative framework to measure efficiency and identify opportunities.

Technical Tools

Data ScienceCustomer Support

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 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.

If you’re excited to turn data into efficiency dollars saved that can be re-invested into growth and customer retention, we’d love to hear from you.

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

Responsibilities

~1 min read

→Lead the customer experience efficiency strategy: Put in place the quantitative framework to measure efficiency and identify opportunities.
→Drive waste elimination: 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 and 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.

Responsibilities

~1 min read

→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

~2 min read

✓Accelerated Growth Environment: 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: Competitive base, equity, and upside that tracks with your impact.

✓Flexible Time Off: Enjoy unlimited Flex Time Off, giving you the flexibility to manage your schedule and take time to 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.