Senior Community Operations Managers - APAC
Uber
About the Role
This role is a key position in the Asia Pacific Centre of Excellence (COE), Uber Hyderabad. You will demonstrate your experience and industry-standard methodologies to build effective scalable processes.
For this role, you would need to be operationally focused, have a flair for people management, and be an enthusiastic problem-solver with experience in having led support for business products. This will be a managerial role with a heavy focus on people, operations management and continuous process improvement.
The Impact You'll Have
- Lead the creation of long-term strategies for achieving goals across the COE & delivering exceptional customer support.
- Engage strategically with stakeholders to improve internal tools and the overall user experience in APAC COE teams.
- 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
- Analytical Skills: Ability to review data sets, identify trends, compare potential recommendations supported by the data sets
- Hustle - Uber moves fast, and runs lean. You’re flexible, fearless, and never satisfied with the status quo. You have no problem stepping on other people’s toes if it means pushing for the right idea that will help build awesome experiences for our users across the globe
- Ownership - You get things done. Passionate, self-driven and fearless, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You don’t wait around for other people to tell you what to do and have the initiative to solve problems on your own.
- Service Orientation - As the voice of Uber to thousands of users, you’ll use this opportunity to make evangelists out of our toughest haters. Your efforts will create more reasons for people to use Uber and to continue to trust us to get them where they need to go
- Business Acumen: The ability to understand Uber and its competitors business models, priorities, critical business indicators and success metrics.
The Experience You'll Bring
---- Basic Qualifications ----
- At least 10 years relevant experience in customer support operations
- Prior experience in managing and leading multiple teams and LOBs
- Good understanding of operations, and interest in data analysis
- Prior professional experience with optimization, processes, systematic organization, program/project management
- Excellent communication skills with the ability to influence and align diverse cross-functional partners
---- Preferred Qualifications ----
- Proven track record of navigating high-stakes ambiguity and resolving systemic bottlenecks without close supervision
- Problem Solving: Ability to define a problem clearly and objectively, determine potential root causes by performing data analysis, identify and prioritize potential solutions along with suggestions for implementation
- Leadership - You’re an enthusiastic people manager that can coach and guide your own team to deliver world class support day in and day out. There will be tough problems to solve but your team should feel ready and prepared to address anything that comes their way
- Proficiency in SQL and a strong ability to use complex data to inform critical business decisions.
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 60% 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.
