sr. community Operations Manager i - core supportUber

We're looking for a Sr. Customer Support Manager, or Senior Community Operations Manager as it's known at Uber, to develop and lead support efforts for our Center of Excellence in CRK 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 those skills and be eager to lead!
---- What the Candidate Will Do ----
Manage agents and team leaders on the ground while maintaining connection and engagement with cross functional teams in the APAC and Global COE (Center 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 in US and Canada.
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 8 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
Experience in service-industry, customer support, manufacturing or distribution in a high-volume and very fast-paced environment
Experience running large teams and leading managers
---- Preferred Qualifications ----
Knowledge of Lean, Six Sigma and Kaizen methodologies is highly advantageous.
SQL proficiency
Project Management
At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.
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.
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.
Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, and depending on the workplace location, Uber either requires* or recommends employees be vaccinated to access any of our facilities; this is subject to change solely at the Company's discretion.
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
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Uber

Mabalacat, Pampanga
Permanent
Full-time