#Greatmindsdontthinkalike:
At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.
About The Team
Community Operations is the heart and soul of our
#BuildWithHeart
approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!
About the Role
We're looking for a Senior Customer Support Manager / Program Lead, as it's known at Uber, to develop and lead support efforts for our Centers of Excellence servicing ANZ. The teams are spread across Australia and the Philippines, with an opportunity to further diversify into other countries.
Uber COEs are contact management centers dedicated to providing outstanding customer service to Riders, Drivers, Delivery partners & Merchants alike. Uber relies on the COEs to provide support for our community's toughest issue 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!
Your Impact in Role
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 Australia and New Zealand.
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.
The Experience You'll Bring:
Experience having led in Customer support or similar industries.
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.
Outstanding communication skills, including public speaking and the 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.
Stakeholder management. Ability to navigate through the organization and work with various stakeholders across Uber.
Bonus Points:
Experience in service-industry, customer support, manufacturing or distribution in a high-volume and very fast-paced environment.
Knowledge of Lean, Six Sigma and Kaizen methodologies is highly advantageous.
SQL proficiency.
Experience running large teams and leading managers.
Experience leading Large Programs / Projects with proven efficiency, customer experience gains.
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.
*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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