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Community Operations Manager

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Uber

  • Hyderabad, Telangana


  • Permanent

  • Full-time

We are changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now were a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

And that’s not just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we were in for the long haul. We’re reimagining how people and things move from one place to the next.

Uber Advanced support team is responsible for further developing, creating, and constantly innovating processes and tools to ensure that Uber continues to offer highly customer-centric content, minimize the brand risk via social media interactions, and improving brand engagement. As a lead for the Core Support team, you’ll be responsible to develop the ecosystem to where content will play a critical role in our communication with all our users.

What the Candidate Will Need / Bonus Points

—- What the Candidate Will Do —-

  • You will be leading a team of 150+ highly skilled Uber employees of Advanced Support, along with ~10 Team Leads/ Sn Team Leads, to deliver best in class support experience for Uber customers in India SA Advanced Support vertical.
  • Lead, motivate, and develop high performing teams within a time-sensitive and demanding environment to deliver on operational KPIs.
  • Dive deep into the numbers and make data-driven decisions. Be responsible for identifying trends within your team’s performance as well as overall support trends.
  • Drive continuous process improvement to deliver a world-class experience every time, all the time. Empower the team to identify opportunities to improve Uber’s processes, policies, or app functionality with the aim of creating a better user experience for our customers.
  • Build productive relationships with country teams of supported markets to provide meaningful business insights based on the teams understanding of the user experience as communicated through support channels.
  • Establish regular governance for the Advanced Support team to drive best in class service levels, quality in a cost effective manner
  • Be a passionate advocate for all riders, partner drivers, and confidently answer any questions that come your way in a high stress, fast moving environment.

—- Basic Qualifications —-

  • Excellent facilitation skills: you can drive to an outcome during high-pressure situations involving senior leaders of the business; you can deftly moderate a heated discussion and shepherd people to an agreement.
  • Rational, with sharp business acumen: you’re able to step back and ask the right questions from a “first principles” point of view, especially when resolving situations where community expectations and company policy are in conflict.
  • Passionate about growing the service culture within our community. You’re excited about the opportunity to create and optimize support processes, and you are willing to work and partner with others, in executing the best support strategy for your region.
  • Have the ability to build and leverage relationships both within the organization and outside
  • Analytical and creative. You are comfortable handling complex data and use this to drive strategy that will give the highest standard of support for your market.
  • A utility player, cool and calm under pressure. You don’t shy from rolling up your sleeves and getting down to solving problems. At Uber you will be dealing wit h new problems every day, the key to your success would be to find solutions early on using all the resources available
  • Naturally curious and strategic. You love learning how things work and you’re always looking for ways to innovate. You enjoy testing different support strategies and tracking the results. You constantly look for opportunities and act on these.
  • Word savvy and graceful. Being in the business of support, you’re eloquent and able to strike the perfect tone, whether you’re responding to tickets or explaining a new policy to riders on our blog or speaking to co-Uberites in a meeting. Like Uber, you’ll always remain grounded when dealing with others.

—- What the Candidate Will Need —-

  • 7 -8 years of work experience in an operations roles leading large teams (preferably Social Media, Content development – Advanced Support processes)
  • MBA from a top university preferred
  • Experience in process design and delivery with proven ability in project execution and communication, maybe from consulting or corporate environments
  • Data analytics competence
  • Experience deploying transformational improvements and familiarity with CI concepts of lean, variation reduction, and design for six sigma methodologies
  • Extremely strong problem structuring and solving skills and ability to deal with ambiguity
  • Ability to interpret and map processes to data.
  • Exceptional communication skills. Your communication style is flexible to the situation. From communicating updates to your team, to discussing metrics with key stakeholders, or presenting to leadership, you communicate clearly and with a purpose.
  • A love of process and optimisation. You will be revolutionising support for the Uber community. You’re excited about the opportunity to create and experiment with support processes, and are willing and able to lead others utilising them.
  • Incredible empathy and understanding of both riders and driver partners alike. You will be an excellent advocate for Uber’s users and are passionate about the community experience.
  • Calm under pressure. You have exceptional organisational skills, integrity, and great follow-through on tasks.
  • Curiosity. You love learning how things work and you’re always looking for innovative improvements. You enjoy testing different support strategies and tracking the results.

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

Uber

  • Apply Now

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