Director, Global Workforce Optimization

Director, Global Workforce Optimization

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.

The Global Workforce Optimization Director owns workforce planning and productivity measurement across the full support organization, in-house and outsourced. You'll turn volume forecasts and service targets into headcount and capacity plans, recommend the right mix of internal and external delivery, and own the metrics and reporting that show how efficiently that capacity is performing against plan. Where outsourcing is the right lever, you'll lead partner evaluation and contract negotiation — from assessing the vendor landscape through structuring rate cards, SLAs, and performance terms.

This is a full-time position requiring flexibility in terms of schedule. Nights and/or weekends may be required based on the needs of the business.

This role is based in Atlanta, GA and up to 20% travel will be required to our offices in New York, Los Angeles, Limerick, and other international partner sites. You will lead teams in some of these locations.

What You'll Do

• Lead the development and execution of global workforce strategies and processes, inclusive of forecasting, headcount planning, scheduling, and real-time analysis.
• Own the development and negotiation of outsourced partner contracts, including pricing structure, SLAs, and performance terms.
• Own productivity measurements, defining and reporting on occupancy, utilization, handle time, and others to ensure efficient use of resources.
• Continuously evaluate prospective outsourcing partners, maintaining an active pipeline of vendors that could improve service capability, geographic coverage, or cost structure.
• Define enterprise KPIs and frameworks which support the Global Operations leadership team in all key labor decisions.
• Lead location strategy, workforce planning, and data modeling to support in-house and outsourcing efforts.
• Create frameworks and governance tools to support long-term workforce strategy.
• Collaborate with HR, finance, and other cross-functional teams to ensure data-driven decision making.
• Develop and oversee the process flow for intake, analysis, and delivery of requests for new site locations, change of sites, change of services, and staffing needs.
• Act as a culture ambassador; actively embody the Stub Hub cultural values while encouraging others to do the same.

Who You Are

• Strategic Leadership - Ability to develop and implement strategic initiatives to achieve organizational goals and drive performance excellence.
• Strategic Thinking - Ability to anticipate future challenges and opportunities and develop proactive strategies to address them.
• Analytical - Data-Obsessed, be inquisitive, root all decisions in data and ensure its integrity.
• Operational and Organization Design – Map out and design an organization and support structure that leads to outsized performance results
• Change Management - Experience leading organizational change initiatives and driving adoption of new processes and procedures.
• Performance Management - Demonstrated ability to set and monitor performance metrics and KPIs to drive continuous improvement and achieve results.
• Communication - Excellent verbal and written communication skills to…