Director - Service Design

3 days ago

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Eventbrite

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Eventbrite is a global event management and ticketing platform that empowers people to plan, promote, and sell tickets for events of all sizes. It offers a range of solutions including event ticketing, marketing, and payment processing. Eventbrite supports a variety of industries such as music, food and beverage, performing arts, and charity, enabling users to create events like concerts, workshops, festivals, conferences, corporate gatherings, and online events. Their platform provides tools like mobile apps for ticketing and check-ins, event registration software, and solutions for event marketing and management.

event ticketing • event registration • tickets • event planning • social commerce

501 - 1000 employees

Founded 2006

🛍️ eCommerce

☁️ SaaS

📋 Description

• At Eventbrite, we’re creating the world’s first marketplace for live experiences, building tools for events. • Our Service Design team members act as customer experience experts driving enhanced digital self-service experience. • We need to empower customers with knowledge and resources for success on Eventbrite. • This role is key in driving the vision for a right-sized support experience for all customers. • This leader will own and deliver Eventbrite’s digital self-service support strategy, improving efficiency and customer experience. • Responsibilities include driving down ticket volume and leveraging AI to address customer needs and improve experience. • You will lead cross-functional initiatives with stakeholders to build and implement solutions focusing on self-service. • Innovation will differentiate the value Eventbrite provides, driving customer success and long-term growth.

🎯 Requirements

• 7+ years of experience in service design or a related field, with at least 3-5 years in leadership or managerial roles. • Hands-on experience in service design methodologies, including Design Thinking, Journey Mapping, Prototyping, and User-Centered Design. • Strong portfolio showcasing previous service design projects with measurable impact on customer experience, self-service tools, or digital transformation. • 5+ years of experience leading, mentoring, and growing service design or design teams. • Proven track record in managing complex projects and collaborating across teams to deliver integrated service solutions. • Familiarity with digital tools, service design platforms, and customer service technologies like chatbots, self-service portals, and knowledge bases. • Ability to develop and execute long-term strategies that align with the company’s mission and goals while fostering a customer-first approach. • Deep knowledge of customer experience (CX) and UX principles, with the ability to design services that improve customer satisfaction and retention.

🏖️ Benefits

• Comprehensive benefits and a wellness package above and beyond standard medical benefits to support our Britelings’ lifestyle. • Global benefit programs are designed to meet you where you are by offering resources and support for your health, well-being, finances, and family. • Support in a remote environment, wellness allowance, family planning benefit, financial planning service, and other offerings to ease the mind and body like Modern Health and first Friday of every month off.