About the Role
We're looking for a Senior Community Operations Manager as it's known at Uber, to develop and lead support efforts for our COE Safety teams in APAC.
Uber COEs are contact management centers dedicated to providing outstanding customer service to riders and drivers alike. Uber relies on the COEs to provide support for our community's toughest issues types, handle customer concerns from our user groups, and provide an environment to pilot support for new products or test new support modalities or processes.
This will be a managerial role with a focus on solving problems through data analytics and leading teams to deliver stellar outcomes and continuous process improvement. The applicant should have very strong multi-tasking abilities while being able to understand the long-term vision and goals of the Center of Excellence (COE). Those interested should be excited to demonstrate these skills and be eager to lead!
What the Candidate Will Do
- Manage Specialists, Team leaders / Managers on the ground while maintaining connection and engagement with cross functional teams in the APAC and Global COE (Centre of Excellence).
- Lead the creation of long-term strategies for achieving goals across the COE and delivering exceptional customer support
- Engage strategically with stakeholders to improve internal tools and the overall user experience
- Handle key projects and program-manage critical initiatives with a site-wide or regional impact
- Identify operational weaknesses and help improve or innovate new processes to keep teams as efficient as possible
- You'll be supporting key teams across the COE while serving as THE go to person for many key initiatives and updates; Key point of contact for partners beyond the COE
Basic Qualifications
- A minimum of 10 years of experience in scaled operations support and people management
- Validated ability to lead efficiently, set team goals, develop people to their highest levels of performance, and guide through meaningful situations
- Prior professional experience with optimization, processes, systematic organization, program/project management
- Demonstrated Data/Analytics experience; Excel proficiency is preferred
- Strong attention to detail & project management skills
- Outstanding communication skills. Including public speaking and ability to present effectively in front of peers and senior leadership
- Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. Juggling those can be challenging, and this should be a strength
- Grow with change and operate flexibly. Willingness to work some weekends and occasional holidays to support a 24/7 operations environment
- A high bar across the board - from your own contributions to the people you work with to the products you work on
Preferred Qualifications
- Experience in service-industry, customer support or Safety support in a high-volume and very fast-paced environment.
- Experience in Program Management, having experience in High stake Org Transformations.
- Knowledge of Lean, Six Sigma and Kaizen methodologies is highly advantageous.
- SQL proficiency
- Experience running large teams across diverse countries and cultures.
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.