Senior Regional Community Operations Manager, Iberia

hace 2 semanas

Madrid, España Uber A tiempo completo

**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 products
- Pilot and own new initiatives that transform our customer operations and improve the level of service we provide
- Contribute to drive the growth of Uber in the region: fixing & building processes that are needed to scale this business
- Deliver 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 quality
- Be a hustling multi-tasker, supporting projects across the region. You'll be the go-to person for many key initiatives within Community Operations
- Engage 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 teams
- Draw actionable recommendations that help drive the growth, by diving deep into the numbers, findings, and insights, and make data-driven decisions and process improvements
- Engage strategically with stakeholders to improve internal tools and the overall customer experience
- Be the voice of our customers within the organization
- Coordinate 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 implementation
- Secure 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 environment
- Fluency in **Spanish and English** required
- Self-starter: an ability to structure a project from scratch, understanding the challenges and opportunities with limited leadership support
- A 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 manner
- Naturally curious: You love learning how things work and you're always looking for ways to innovate
- A 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 changes
- Data-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 experience
- Strategic 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 present
- A strong communicator and experienced in stakeholder management: you are a team player and will onboard everyone around you to achieve phenomenal results as a team

**Preferred Qualifications**
- Bonus points: Customer Operations background and SQL knowledge

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