Vice President, Global Customer Operations

Remote, USA
Full Time
Customer Service
Posted on: October 08, 2022

THE TEAM

Our Customer Operations team is full of opportunities - There is so much efficiency to gain, scale to grow into, and above all else value for our customers to be unlocked. We’re looking for someone to change the game and take us to the next level, not just maintain the status quo. 

Service is a strategic arm of our value proposition - You won’t just sit in a corner and meet expectations by providing basic services, we see customer success (as a service) as an opportunity to differentiate the value Eventbrite provides to its customers and to fundamentally help them to be more successful. 

THE ROLE

With this role we’re consolidating our operational functions under one leader. This brings together all our teams that deliver services to resolve the needs of our customers and monitor and review the platform to uphold its integrity. This leader will drive operational excellence across these teams - to deliver higher quality outcomes more consistently for our customers, and with greater efficiency and scalability for Eventbrite. You join a function that’s focused on connecting our customers with value and you’ll be a customer advocate for the organization at large, as a leader of the business, not just the function

Direct Reports

Senior Director, Assisted Success (Customer Support)

Senior Director, Integrity Operations (Payments, Trust & Safety, Fraud & Chargebacks)

Senior Manager, Quality & Enablement

Manager, Strategic Success (Proactive customer engagement) x2

YOU WILL

  • Lead the operational teams that deliver the right resolutions to customer needs to help them be more successful and to uphold the integrity of the platform
  • Drive operational excellence across all of our human-based customer facing services
  • As an extension of our self-service platform, own, adapt and execute on a long-term vision for delivering a best in class service experience as an integrated part of the overall Eventbrite customer experience.
  • Develop and implement a customer experience strategy that effectively addresses customer needs and drives customer advocacy across all touchpoints.
  • Drive automation, efficiency and scalability across all that we do, to improve access to and quality of support across our B2B and B2C customer base
  • Create a deep connectivity between product and service to advocate for the customer and enable a seamless customer journey to their needs being met. 
  • Be a customer advocate for the business that drives a culture of customer centricity.

THE SKILL SET

  • Deep domain expertise in customer service / customer experience - has been there done that in terms of owning the design and implementation of a customer experience that is known for its excellence. Experienced in in-sourced and out-sourced operations.
  • Expert in operational excellence. Knows how to motivate and lead operational teams to achieve results. An expert in quality and process improvement. Delivers productivity and efficiency at scale. 
  • Passionate about customers with a bias toward the best customer experience and action to implement the same
  • Strong analytical skills - digs in and problem solves
  • Willingness to roll up sleeves and get scrappy to get things done - knows how to get wins, build momentum and balance executing on “no regrets” actions with longer-term strategic progress
  • Excellent business acumen and communication skills - works effectively across functions to balance influencing for the change they believe in and the best outcomes for the business, not just the function
  • A business leader with experience in organization design and hiring strong leaders who demonstrate critical thinking and strong execution skills. Leads by example to develop the culture of the organization.

BONUS POINTS

  • Experience in B2B and B2C businesses / marketplaces
  • BPO experience

WHAT WE OFFER

At Eventbrite, we strive to support our Britelings and their loved ones through different stages of life with robust and attractive benefits, financial and physical wellness options, and great perks. In addition to offering a competitive salary and company stock, we have other great benefits available. In the Briteland, you’ll find great medical plans, fertility and adoption benefits, wellness reimbursement, generous parental leave, and much more. 

We care about your mental health and wellbeing.

Our employees enjoy free coaching sessions with Modern Health. We also offer free therapy sessions with a psychologist. You’ll also have access to private medical insurance for you and your family, that includes dental care. And our wellness program to pay for your gym expenses. 

We work hard to cultivate a diverse, equitable and inclusive culture where Britelings feel like they belong. 

Employees can participate in resource groups and we offer programming throughout the year to support a diverse and inclusive workplace.  

We offer ongoing training and career development that meets people where they are in their careers. 

We offer unlimited access to courses in Udemy, leadership coaching for all managers, Briteling led talks, and weekly company-wide town halls with our CEO. We take culture seriously and design programs with employee feedback in mind to make Eventbrite a great place to work no matter where you work from in the world. 

Work-life balance & flexibility is extremely important to us.

Our employees can choose what works best for them: work in one of our offices, be fully remote or the best of both worlds! We believe in a flexible working environment to allow Britelings to perform at their best ensuring a healthy work-life balance. We have recently implemented Britebreak Fridays: all Britelings turn off their computers and take the first Friday of every month off to focus on their wellbeing. 

ABOUT EVENTBRITE

Eventbrite is a global self-service ticketing and experience technology platform that serves a community of hundreds of thousands of event creators in nearly 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. The company was founded by Julia Hartz, Kevin Hartz and Renaud Visage, with a vision to build a self-service platform that would make it possible for anyone to create and sell tickets to live experiences. The Eventbrite platform provides an intuitive, secure, and reliable service that enables creators to plan and execute their live and online events, whether it’s an annual culinary festival attracting thousands of foodies, a professional webinar, a weekly yoga workshop or a youth dance class. With over 290 million tickets distributed for over 5 million total events in 2021, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love. Learn more at www.eventbrite.com.

IS THIS ROLE NOT AN EXACT FIT?

Sign up to keep in touch and we’ll let you know when we have new positions on our team.

Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race, ethnicity, ancestry, citizenship status, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, registered domestic partner status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, political affiliation, status as a victim of domestic violence, assault or stalking, or other applicable legally protected characteristics.

 Applicant Privacy Notice

Eventbrite believes that vaccines are one of the most powerful tools to fight COVID-19 and save lives. It aligns to our mission to bring the world back together through live experiences. Proof of completed COVID-19 vaccination will be required for all US applicants and employees to enter any Eventbrite office and/or interact in a physical setting with Eventbrite employees. Eventbrite will consider exceptions to this policy for medical or religious reasons on an individualized basis.

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Vice President, Global Customer Operations

Eventbrite

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