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.
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Ready to Ride?
This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.
You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.
Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.
Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
