Director, Service Design

At Eventbrite, we’re creating the world’s first marketplace for live experiences. We’re building the tools that power music festivals, marathons, conferences, hackathons, air guitar competitions, and everything in between--as well as the platform that helps people discover events that fuel their passions. Our mission: To bring the world together through live experiences. At Eventbrite, we believe great technology and great service make a fantastic customer experience. The smart, passionate, creative and delightful Service Design team members act as customer experience experts driving enhanced digital self-service experience. 

THE CHALLENGE

Eventbrite’s customer base is growing and evolving, and we need our help experiences to grow and evolve too. We want to empower customers with the knowledge and resources they need to be successful on Eventbrite at their fingertips. From a single ticket buyer to the largest organizer on our site, we need a right-sized support experience for each, and this role will be key in driving this vision.

THE TEAM

The Service Design team is obsessive about helping our customers achieve their live experience outcomes. We’re focused on improving Eventbrite’s support strategy, methodology, and approach through content, help product experience and AI — creating scalable customer service experiences worldwide. This role requires a keen understanding of the integrated functions within support and product organizations, as well as the ability to collaborate successfully in cross-functional teams.

THE ROLE

We’re looking for a leader to own and deliver Eventbrite’s digital self-service support strategy. As the key player in one of our most important customer touchpoints, you’ll help steer the customer experience at Eventbrite. This role will explicitly be responsible for driving down ticket volume, increasing self-service resolution rates, and leveraging AI to anticipate and proactively address customer needs—ultimately improving the experience while ensuring efficiency and cost-effectiveness.

We’re seeking an innovator with a keen eye for product design, process improvements, and the ability to use data to drive decisions. You’ll lead a team that designs and implements the customer journey, ensuring customers get the help they need through our help center, contact-us flow, and support channels. In addition, you’ll be responsible for customer resolution by managing content, automations, and creating scalable solutions.

YOU WILL

As a key leader in improving the customer experience of our creators, you will push further on automation, innovation, and service excellence. You will lead cross-functional initiatives with stakeholders to build and implement solutions that meet the needs of our customers especially focusing on self- service. Importantly, you will ensure a strong connection between service and revenue impact, with a focus on how exceptional service can enable better retention for our highest-value creators.

Lastly, You will innovate to deliver a customer experience that leverages technology, content, and people to ultimately differentiate the value Eventbrite provides, driving customer success and long-term growth.

THE SKILLSET

• Leadership & Team Management: Leading design teams, managing cross-functional projects, mentoring junior staff.
• Customer-Centric Mindset: Strong focus on customer insights, empathy, and creating user-centered services.
• Project Management: Ability to manage multiple projects, timelines, and budgets efficiently.
• Analytical Skills: Ability to leverage data and feedback to improve and optimize service experiences.
• Communication: Excellent written and verbal communication skills for presenting and advocating design strategies to senior leadership and stakeholders.
• Collaboration: Ability to work effectively with other departments, such as product management, marketing, and engineering.
• A proven executor: Knows what great looks like in relation to product management. Has experience developing scalable support solutions.
• An expert in customer journey design: Passionate about providing customers an effortless experience at every touchpoint. Experience with UX design thinking - understands the principles of good user experience and can apply those to product flows across web, mobile and apps.
• Expertise in Service Design and Automation: Proven experience in designing and optimizing customer service processes with a focus on automation. Ability to identify opportunities for streamlining workflows, reduce manual intervention, and improve efficiency through the use of advanced automation tools and technologies.
• AI-Driven Service Innovation: Strong background in leveraging AI technologies, including machine learning, chatbots, and predictive analytics, to proactively address customer needs, enhance self-service capabilities, and improve service outcomes. Demonstrated ability to integrate AI solutions seamlessly into customer service channels to drive better customer experiences while improving operational efficiency.
• Strategic Vision for Automation: Ability to create and execute a strategic vision for automation and AI within the service design framework, driving initiatives that reduce ticket volume, increase self-service resolution rates, and ensure cost-effective, scalable solutions that align with business goals.

REQUIREMENTS

• Experience in Service Design:
  • 7+ years of experience in service design or a related field, with at least 3-5 years in leadership or managerial roles. This should include designing, implementing, and refining service experiences.
  • Hands-on experience in service design methodologies, including Design Thinking, Journey Mapping, Prototyping, and User-Centered Design.
  • Strong portfolio showcasing previous service design projects, especially those with measurable impact on customer experience, self-service tools, or digital transformation.

• Experience Leading Cross-Functional Teams:
  • 5+ years of experience leading, mentoring, and growing service design or design teams.
  • Proven track record in managing complex projects and collaborating across teams (product, engineering, marketing, customer support, etc.) to deliver integrated service solutions.
  • Experience in building and managing stakeholder relationships, especially at the executive level.
• Experience with AI, Automation, and Technology Integration:
  • Familiarity with digital tools, service design platforms, and customer service technologies like chatbots, self-service portals, and knowledge bases.
• Strategic and Operational Leadership:
  • Ability to develop and execute long-term strategies that align with the company’s mission and goals while fostering a customer-first approach.
  • Experience in business analysis and using data-driven insights to make strategic decisions that influence the customer journey, reduce costs, and improve service delivery.
  • Strong background in developing and measuring key performance indicators (KPIs) related to customer experience, service efficiency, and employee productivity.
• Experience with Customer Experience (CX):
  • Deep knowledge of customer experience (CX) and UX principles, with the ability to design services that improve customer satisfaction and retention.
  • Familiarity with tools and methodologies used to track customer feedback, such as NPS (Net Promoter Score), customer surveys, and journey analytics.