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**About the Role**:
Establishing trust for Uber Rides customers, partners / drivers and riders - our community - is a core feature of our product experience. We invest in it and believe in providing the highest quality service performed in the smartest, most efficient way.
We are looking for a Customer Strategy and Operations Manager, based in Istanbul, to craft and improve the best experience for our community, in Southern Europe (Croatia, Greece, Israel, Italy, Portugal, Spain and Turkey)
Working closely with local and regional Teams (Driver Operations, Marketplace, Head of Countries, Marketing teams and EMEA Community Operations), this role involves a strong level of problem solving, analytics, process design and stakeholders management.
**What you'll Do**:
- Design, implement and optimize the utilization of our network and for customer experience and beyond support activities
- Root cause analysis: You are able to combine qualitative and quantitative data to search for improvement
- Operationalization: scale support solutions mitigating actual or potential frictions with the use of our products
- Handle relationships with country teams, central teams and support centers
- Implement and optimize onboarding and engagement initiatives
- Own key-metrics, such as Efficiency, Customer Satisfaction, Quality, SLA, and cost per contact.
**What you'll Need**:
- Proven experience: whether it be in a startup, bank, consultancy, or corporate, you are someone who loves inspiring change in a fast-paced environment and can tackle a variety of challenges autonomously
- 4+ years experience in a similar environment of complex and fast-paced organisations
- Turkish native speaker, proficient in English. Other language is a plus
- Customer centricity: being able to develop strong functional expertise of our user experience and make it as frictionless as possible
- Data-driven and analytical in mind-set: You envisage solutions and impacts based on quantitative insights
- Naturally curious: You love learning how things work and you're always looking for ways to innovate.
- Previous experience with customer support providers and / or a company known for its customer centricity
- Coding experience for analytics (SQL, Python preferred)
Note: Role can be based in Istanbul or Madrid
