Marketplace Investigations Supervisor

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 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 worldwide.

StubHub is growing and looking for people who want to help us shape how millions 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. This posting is for both a Marketplace Investigation Agent or a Chargeback Analyst.

As a marketplace investigations supervisor, you will be responsible for helping manage evaluate, and analyse information for potential fraud, waste, and abuse. Your work is essential to helping ensure StubHub is a safe marketplace for users. You’lloversee a team of investigators and have an overview as well as understanding the root causes of buyer claims who were unable to gain entry into the event with the tickets they received.

About The Team

StubHub's Transaction Operations team is an organization comprised of multiple teams that are responsible for everything that happens from the moment you try to purchase a ticket to when you go to the event. Our teams help ensure that buyers can transact safely on our platform, that they receive their tickets successfully once they click ‘buy’ and are able to go enjoy their event.

This Full-Time position may require weekend, holiday, daytime, and/or evening hours.

This role will begin as in-office 5 days per week for the first 3-6 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration.

What You'll Do

• Manage a team of fraud analysts, including playing a key role in hiring where necessary 
• Devise and implement new training programs for the team to improve execution and quality. 
• Closely track key metrics and understand how these relate to business goals, including explaining changes in metrics over time, both in terms of productivity and quality of execution. 
• Help design, implement and validate new workflows from scratch to solve business problems 
• Proactively investigate issues and provide feedback which will help inform workflow and product changes. 
• Interface directly with many key stakeholders, from external partners tosenior leadership 

What You've Done

• 2+ years experience in a managerial, analytical or problem solving role 
• Excellent people management skills. Experience managing a team strongly preferred 
• A natural curiosity to spot, break down and resolve problems 
• Experience measuring performance and moving a metric 
• Flexibility to work during weekdays and weekends as per calendar requirements 
• Track record of building new processes and solving problems from scratch 
• Proficiency with Excel. Willingness to learn required 
• Basic SQL experience or willingness to learn a plus 

What We Offer

• Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you can scale your career.
• Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
• Paid Time Off: Generous Paid Time Off, allowing you to manage your schedule and 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.
• Team-Building Events: Engage in vibrant team events that foster camaraderie and collaboration, creating an atmosphere for celebrating your professional and personal growth.

About Us 

StubHub is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform for events worldwide- from sports to music, comedy to dance, festivals to theater- StubHub offers the safest, most convenient way to buy or sell tickets for the most memorable live experiences. Join our team for a front-row seat to the action. 

We are an equal-opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.