Director of Operations & Analytics - Sales & Customer Success

THE CHALLENGE

At Eventbrite we are bringing innovative products and a fresh approach to an industry with entrenched interests and diverse competition. We believe that innovative technology and a customer-centric mindset are key elements to building a successful business and creating world-class customer experiences. In a fast-paced sales environment it’s critical for our sales leadership team to have visibility and insights regarding leading and lagging performance indicators to drive decision-making.  Concurrently as Eventbrite’s customer base grows and evolves we need to thoughtfully leverage data to ensure our customer experience grows and evolves with them.

THE TEAM

Partnering daily with Sales Customer Success and Integrity Operations leadership this role sits in the Business Operations team. We are responsible for supporting the Customer teams by driving global consistency and excellence through process improvement and analytics to uncover actionable insights – both at the strategic and tactical levels.

THE ROLE

The Director of Operations & Analytics Sales & Customer Success is a driver of day-to-day operational execution and growth. You’ll lead the team responsible for analyzing identifying and executing on opportunities impacting acquisition of new business and the growth and retention of existing business.

YOU WILL

• Draw insights from rigorous analyses develop informed recommendations and then drive implementation on the most critical opportunities and challenges at Eventbrite.

• Uncover areas within the business to drive performance improvements to unlock productivity and accelerate execution for growth

• Apply thought leadership analytical skills and business judgment to help leadership prioritize next steps deliver operational excellence and foster innovation and growth

• Own key business operating rhythms that drive performance and accountability

• Lead process improvement initiatives to constantly identify and execute on opportunities for efficiency productivity and profitability

• Manage cross-functional stakeholders across Marketing Sales Customer Success and Finance

• Surface diagnose and resolve data integrity issues

THE SKILLSET

• At least 7 years of experience in (consulting sales operations marketing operations customer operations  business operations) in a SaaS environment

• Expertise in sales and customer success metrics including new business retention knowledge base / help center support and proactive outreach key performance indicators

• Proven analytical and quantitative skills with an ability to use data and metrics to back up assumptions develop business cases and complete root cause analyses connects the dots through integrative thinking to condense complexity into operational clarity

• Knows how to balance strategy and execution: Willing 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