Workforce Operations and Systems Access Manager

Workforce Operations and Systems Access Manager

Atlanta, Georgia, United States

Stub Hub 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 Stub Hub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.

Stub Hub 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 someone who brings strong operational judgment, process ownership, and data fluency to ensure Stub Hub’s back-office teams are staffed appropriately to meet response time targets. The Workforce Capacity & Systems Manager owns the systems and processes that ensure we have enough staff, in the right roles, with the right access to support operations.

This role centralizes ownership of back-office staffing and response time outcomes whileretainingresponsibility for critical Global Customer Service systems administration, including employee metadata, onboarding/offboarding, and access controls. The role partners closely with outsourced Workforce Management resources to ensure staffing decisions are executed consistently and effectively.

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

• Own the calculation of headcount requirements for non-frontline teams, including required inputs, planning cadence, and approvals.
  
  Escalate risks when staffing levels will not meet response time targets.
• Ensure seamless access and system provisioning for GCS personnel during onboarding and offboarding, collaborating effectively with internal and external stakeholders.
• Supervise and support the Jr. GCS Business Systems Administrator, guiding their work in onboarding and offboarding and overseeing overall maintenance of employee dataand permissions across multiple systems.
• Hold outsourced Workforce Management partners accountable for executing staffing plans accurately and on time, escalating risks and gaps as needed.
• Independently analyze data toidentifyroot causes of staffing or system issues and drive process improvements.
• Develop reporting andanalysesto support staffing decisions, service-level monitoring, cost efficiency, and operational risk reduction.
• Spearhead the design and implementation of streamlined processes to accommodate evolving roles, systems, and operational demands, prioritizingefficiencyand adaptability.
• Serve as a primary point of contact for system-related issues and escalations, coordinating resolution with internal and external partners.
• Provide support for strategic initiatives,leveraginganalyticalinsightsanddocumenting business requirements to drive operational efficiency and system enhancements.
• Maintainproficiencyin Global Customer Service systems, including Twilio, Amazon Connect, and Stub Hub proprietary tools.
• Additional duties as assigned.

• Data-driven decision making - Able to collect, analyze, and interpret data to make informed, objective decisions.
• Process optimization - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Technical Proficiency - Expertise in system configuration, maintenance, and analysis, coupled withproficiencyin relevant software and tools.
• Communication - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Stakeholder management -…