Uber community operations

Uber community operations DEFAULT

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Job Description

About the Role

At Uber, providing amazing support that establishes trust for riders and driver partners-our community-is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. We're looking for a Community Operations Manager to develop and lead support efforts for our new support operations center. Community Operations is pioneering how Uber manages rider and driver partner support around the globe. This will be a managerial role with a heavy focus on people management, leading leaders, data analytics, and process continuous improvement. Those interested should be excited to demonstrate these skills and be eager to lead.

What you'll do

  • You'll be tasked with scaling support in an innovative way at a company that's growing rapidly and changing constantly.
  • Help lead a team of front-line support representatives to provide world-class support to our community of users.
  • Be a passionate advocate for all riders and driver partners and answer any questions that come your way in a fast moving environment
  • Listen attentively to the voice of Uber's community and provide feedback to the rest of the company.
  • Be the owner of our Community Support performance metrics.
  • Dive deep into the performance numbers, perform gap analysis and take data--driven actions to increase the quality and the reactivity of our Community Service.
  • Ensure the collaboration of our engineering and operation teams to improve internal tools and user experience.
  • Be in charge of guiding development and improvement projects for Community Support at French and European scale including:
  • Development of new products/solutions.
  • Leading operational excellence projects.

Job Requirements

What you'll need

  • A love of process and optimization. You will be revolutionizing 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 in utilizing them.
  • A data-driven and analytical mindset. You can look at any spreadsheet and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way. You have excellent Excel skills. Bonus points if you have SQL, coding, or programming experience.
  • 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 excellent organizational skills, integrity, and great follow-through on tasks.
  • Natural curiosity. 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.
  • Word-savviness. You're eloquent and able to strike the perfect tone, whether you're explaining a new policy to riders or drivers, explaining the importance of certain complicated metrics, or responding to support issues over email.
  • A bachelor's degree in business, economics, finance or any science- related fields.
  • Prior professional experience with optimization, processes, systematic organization, program/project management.
  • Demonstrated data/analytics experience; Excel and ideally SQL proficiency.
  • Excellent writing and verbal communication skills
  • Arabic fluency is a must (written and verbal)
  • The ability to working and communicate cross-functionally

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JobsBusiness DevelopmentCommunity Operations Manager

Sours: https://wuzzuf.net/jobs/p/150970-Community-Operations-Manager-Uber-Cairo-Egypt

Job Details

Experience Needed:

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Salary:

Skills And Tools:

Job Description

The Head of Community Operations, UberEats MEA manages and is responsible for optimizing all of our customers (i.e., eaters, couriers, restaurants) interactions across all channels for the Middle East and Africa. Her/His mission is to deliver a world-class experience for every interaction we have and doing this in the most efficient and lean way possible for all our eaters, couriers, and restaurants. All this is done in a way that establishes trust for our community, which is of paramount importance and integral to the way our customers experience our product. The role involves managing and leading a team of local Customer Strategy & Operations Managers, and building and fostering strong cross-functional relationships with Director-level stakeholders across Operations, Finance, Legal, Marketing, etc.

Ultimately, the Head of Comm Ops Eats will be held accountable for the full suite of support health metrics (e.g., queue health, SLAs, contact volumes, support cost/financials, quality and efficiency) for her/his territory. A strong bias towards data analysis balanced with high emotional intelligence and a strong track record in stakeholder management is crucial to ensuring the optimal experience for our customers - both internal and external to Uber. A strong preference will be given to individuals who have run Customer Operations at scale in a similarly fast-paced environment in the past.

  • Drive thought leadership in your region both within Community Operations and across other business lines on all things related to the Eats customers (i.e., eaters, couriers, restaurants) experience
  • Influence executive/director-level leadership on how to quickly and efficiently scale human-based support processes across a globally distributed labor force
  • Scope, plan and execute forward-looking projects that enable Uber's leadership to make strategic decisions on the future of customer interactions within your region
  • Focus on the main KPI performance metrics that matter to our business, through your immediate team and the performance of our Partners (e.g. CoE, BPOs, GLs etc)
  • Collaborate with other Regional/Functional Leads within the broader Europe/Middle East/Africa Community Operations team and stakeholders across the business (e.g., Central Operations, Product, Marketing, Finance)
  • Develop and manage key stakeholder relationships across the Uber Eats business with a view to enabling your team and others to deliver amazing customer experiences.
  • Recruit, manage, coach, and take a deep interest in the career development of the members of your team
  • Develop high-impact communications and presentations tailored to an executive/director-level audience

Job Requirements

  • A lover of process and optimisation. You will be part of a team that is transforming customer interactions for the Uber Eats community. You're excited about the opportunity to create and experiment with processes and modalities, and are willing and able to lead others utilizing them.
  • An experienced people leader. You will manage a great team of Senior Customer Experience managers and be passionate about their career development and focussed on enabling them to be successful in their roles
  • A good communicator and stakeholder manager. You are able to strike the right tone and are a great stakeholder manager across the business both locally and internationally
  • Data-driven and analytical in mindset. You can look at any spreadsheet and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way.
  • Incredibly empathetic and understanding of both Restaurant, courier and eater situations alike. You will be an excellent advocate for Uber Eats partners and customers and are passionate about improving the customer experience.
  • Collected and calm under pressure. You have superb organizational skills, integrity, and great follow-through on tasks.
  • Open and curious. 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.

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JobsOperations/ManagementHead of Community Operations, Uber Eats ...

Sours: https://wuzzuf.net/jobs/p/263717-Head-of-Community-Operations-Uber-Eats---MEA-Uber-Dubai-United-Arab-Emirates
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About the Role

US&C Service Design’s mission is to optimize and streamline support processes by identifying and eliminating root causes to deliver an effortless customer support experience. As the Senior Operations Strategy Manager on the US & Canada Service Design team, you will help drive continuous improvement across all lines of business for Community Operations - an organization that provides premier support to Uber’s customers.

You will demonstrate your experience to help build effective, scalable processes while partnering closely with stakeholders across US&C Community Operations. In this role, you will be responsible for identifying process improvements and leading cross-functional projects which will result in driving growth for the business while improving the customer experience!

What You’ll Do
  • Lead and execute complex projects from initial conception through implementation across multiple lines of business and focus areas
  • Deliver clear and concise communication throughout a project’s lifecycle to key partners and leadership
  • Demonstrate Uber’s rich dataset to make informed, insightful decisions and find opportunities for improvement
  • Partner closely with a wide range of stakeholders, managing expectations while driving consensus
  • Drive continuous efforts to improve processes
  • Lead cross functional teams
  • Rapidly become a subject matter specialist and invaluable thought partner as your work takes you across multiple functions in Uber’s Community Operations team
Basic Qualifications
  • Bachelor’s in business, economics or industrial engineering
  • Minimum 3-5 years work experience in project / program management, consulting, strategy or related experience
  • Lean Six Sigma training and Certification at Yellow belt level or experience with Process Improvement methodology
  • Analytical experience - you believe data beats opinion and are comfortable in using data for decision making
  • Proactive problem solving - you are curious enough to scratch the surface to find opportunities for improvement and motivated enough to lead initiatives to drive them from start to finish
  • Superior stakeholder management skills. You’ll be actively improving processes you won’t own and will need to use the skills of multiple teams along your way
  • Excellent verbal and written communication skills with the ability to clearly present ideas, updates and results to partners at various levels
  • A can-do attitude. Some projects will be big, some may be small. You approach all initiatives with a positive attitude and are keen to get stuck in.
Preferred Qualifications
  • Lean Six Sigma training and Certification at Green belt level
  • Experience in process mapping with tools such as Lucidchart is an advantage
  • Experience in a fast moving environment where you have made a demonstrable impact
  • Hyper organized with an ability to manage multiple projects and competing priorities
About the Team

Community Operations is pioneering how Uber manages customer and partner engagement around the globe. The team you will join has a mission to make customer experience our #1 competitive advantage. Join us in championing this mission!

Sours: https://powertofly.com/jobs/detail/662453
Southeast Asia - Community Operations - Working at Uber - Uber

You will see there, he says. Well, then I completely regained my sight. I look so pitifully at Romka, and he says: this is fate, go.

Community operations uber

The owner walked away from us and went to the chair. I finished squeezing out of myself, got up from the table and turned to face Lena. She straightened up too. We hugged, hugged. Our lips closed.

Showing the Value of Community Operations - Tiffany Oda

Went down to the nipples, the nipples were not my erogenous zones, they even, on the contrary, irritated me - I do not like when they are touched by me, and I prayed: - Below. Please. Below, bunny. He laid my T-shirt and laid my head on it, because no matter how we were on the ground, despite this, most of my body lay on the.

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Well done. Ah. ah. ah. How good.



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