Senior Regional Community Operations Manager, Iberia
hace 3 semanas
About the Role Community Operations is the organization that leads in designing and improving the customer experience of all our customers (riders, drivers and fleet partners). The scope of this role covers the Iberia region, which includes Spain and Portugal.
This role will be responsible for operationalizing excellent customer support and scaled customer operations. This includes ensuring that our front-line agents have the right content to engage, retain, and acquire customers as well as motivating our support teams to be advocates of the magical Uber experience. There is a large focus on continuous process improvement, on both the support and product side, while advocating passionately to fix broken experiences on behalf of the customer communities we serve. There is a strong focus on solving problems through data analytics, process implementation, performance management, and project management.
This role will work closely with local and regional Business/Ops Teams (Driver Growth, Marketplace, Ops, Marketing teams, etc.) and the EMEA Community Operations teams.
What you'll do Be the owner of our customer support performance metric and prepare the customer support organization for all new features and new productsPilot and own new initiatives that transform our customer operations and improve the level of service we provideContribute to drive the growth of Uber in the region: fixing & building processes that are needed to scale this businessDeliver strong customer operations outcomes in line with agreed service level agreements: working with partners across EMEA to achieve the best outcomes across tens of thousands of customer interactions every week, and ensuring they operate as efficiently as possible while maintaining a high level of qualityBe a hustling multi-tasker, supporting projects across the region. You'll be the go-to person for many key initiatives within Community OperationsEngage strategically with stakeholders, be it general managers or function leads to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teamsDraw actionable recommendations that help drive the growth, by diving deep into the numbers, findings, and insights, and make data-driven decisions and process improvementsEngage strategically with stakeholders to improve internal tools and the overall customer experienceBe the voice of our customers within the organizationCoordinate and drive cross-functional strategic initiatives (driver experience enhancement, Fleet Partners premium support implementation, etc.)Design, implement, and optimize customer operations: footprint strategy and implementation, channel and modalities strategy and implementationSecure the achievements of key customer operations metrics, such as Efficiency, Customer Satisfaction, Quality, Service Level Agreement, Contact Rate, and cost per contact.Basic Qualifications 5+ years of experience: whether it be in a startup, scaleup, bank, consultancy, operations, or corporate, you are someone who loves driving change in a fast-paced environmentFluency in Spanish and English requiredSelf-starter: an ability to structure a project from scratch, understanding the challenges and opportunities with limited leadership supportA lover of process and optimization: you are excited about the opportunity to create new processes and implement them across the support organization in a consistent and organized mannerNaturally curious: You love learning how things work and you're always looking for ways to innovateA bias for action and problem-solving skills: You embrace challenges and take ownership to create solutions—whether they're short-term workarounds or more long-term process changesData-driven and analytical in mindset: you can look at spreadsheets and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way. Bonus points if you have SQL, coding, or programming experienceStrategic thinking: challenge the status quo, always interrogate the outcomes, and ask 'why', and 'so what' in order to understand the root cause or the opportunities a situation might presentA strong communicator and experienced in stakeholder management: you are a team player and will onboard everyone around you to achieve phenomenal results as a teamPreferred Qualifications Bonus points: Customer Operations background and SQL knowledgeWe 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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