Director, Global Workforce Optimization

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. StubHub 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. Position Type and Expected Hours of Work: 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…