Description

About the Role

We're looking for a Sr. Customer Support Manager, or Senior Community Operations Manager as it's known at Uber, to develop and lead support efforts for our Center of Excellence in ANZ.

Uber COEs are contact management centers dedicated to providing outstanding customer service to riders and drivers alike. Uber relies on the COEs to provide support for our community's toughest issues types, handle customer concerns from our user groups, and provide an environment to pilot support for new products or test new support modalities or processes.

This will be a managerial role with a focus on solving problems through data analytics and leading teams to deliver stellar outcomes and continuous process improvement. The applicant should have very strong multi-tasking abilities while being able to understand the long-term vision and goals of the Center of Excellence (COE). Those interested should be excited to demonstrate those skills and be eager to lead!

What You'll Do:

• Manage agents and team leaders on the ground while maintaining connection and engagement with cross functional teams in the APAC and Global COE (Center of Excellence).
• Lead the creation of long-term strategies for achieving goals across the COE and delivering exceptional customer support
• Engage strategically with stakeholders to improve internal tools and the overall user experience in Australia and New Zealand.
• 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
• You'll be supporting key teams across the COE while serving as THE go to person for many key initiatives and updates; Key point of contact for partners beyond the COE

What You'll Need:

• A minimum of 3 years of experience in scaled operations support and people management
• Validated ability to lead efficiently, set team goals, develop people to their highest levels of performance, and guide through meaningful situations
• Prior professional experience with optimization, processes, systematic organization, program/project management
• Demonstrated Data/Analytics experience; Excel proficiency is preferred
• Strong attention to detail & project management skills
• Outstanding communication skills. Including public speaking and ability to present effectively in front of peers and senior leadership
• Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. Juggling those can be challenging, and this should be a strength
• Grow with change and operate flexibly. Willingness to work some weekends and occasional holidays to support a 24/7 operations environment
• A high bar across the board - from your own contributions to the people you work with to the products you work on

Bonus Points:

• Experience in service-industry, customer support, manufacturing or distribution in a high-volume and very fast-paced environment
• Knowledge of Lean, Six Sigma and Kaizen methodologies is highly advantageous.
• SQL proficiency
• Experience running large teams and leading managers

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.

We 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.