I am inspired by Uber's mission to set the world in motion and build opportunities by enabling mobility. The culture at Uber is all about doing the right thing, period. This is very powerful and inspiring. It motivates me to bring my best self to work and to be sharply focused on how my team can help build customer delight. I am constantly enthused by the high energy, innovation and commitment of our teams and the relentless focus on solving...

Manasi Chadha, Head of Customer Experience, India & South Asia

See Diversity Initiatives >>

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 600 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.

We're changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now were a part of the logistical fabric of more than 600 cities around the world. Whether its a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

And that's not just what we- re doing today. Were thinking about the future, too. With teams working on autonomous trucking and self-driving cars, were in for the long haul. Were reimagining how people and things move from one place to the next.

Uber's Center of Excellence is the heart of providing excellent support to our riders and drivers as well as an innovation hub that partners with stakeholders across the global organization. We are looking for a Program Lead for India Centers of Excellence (COEs), who will help us charter the next wave of growth.

This is a leadership role responsible for partnering with stakeholders, ensuring success metrics are met across different business lines, inspiring a team of 500-600 to align with the company's goals and driving newer services and innovation.

What you'll do:

- Operations delivery: Our centers are based on SLAs and KPIs. You are responsible to ensure our teams are structured and staffed to meet these challenges. In many cases you will also wear your program hat to help design SLAs and KPIs which serve the best interest of the company and ensure we have the right infrastructure in place to help meet/exceed those metrics.

- Capability Centres of tomorrow: The India COEs are being leveraged for diverse set of needs of this ever evolving company. From support to advance support, fraud prevention to advance analytics, sales to account management, social media support to social media engagement you name it all and we have that going on as a test. You- ll get to play a part in defining what the GIC industry might look like for India as a region.

- Incubation centre: The India COEs also act as incubation centre for many a new processes where we set and design processes which are shipped to BPOs at certain maturity levels reimagining support

- Customer experience: You own the customer experience through COE resolution channels. This is inclusive of the support incidents being resolved properly and the overall satisfaction of the customers along with compliance to our quality programs.

- Process management and operational excellence: Creation and documentation of our current processes while building for scale and inclusive of compliance checks. Then a vision for transforming our processes through operational excellence.

- People leadership and management: As an early leader of a rapidly growing team, you will develop your own people, guide them and work with them to achieve their full potential. You will lead by example, accountable for the functional alignment, delivery, and integrity of your teams. This is a large people management role covering almost 500 employees from Senior Managers to front line agents.

- Stakeholder management: You will interact and collaborate with high level leads from the different regions through APAC, constantly improving our level of service to customers - whether through exceeding on agreed service levels, suggesting improvements to support logic, or designing structures to best run our support operations.

Who you are:

- Passionate about growing the service culture within our community. You- re excited about the opportunity to create and optimize support processes, and you are willing to work and partner with others, especially the city teams, in executing the best support strategy for your region.

- Have the ability to build and leverage relationships both within the organization and outside

- Is analytical and creative. You are comfortable handling complex data and use this to drive strategy that will give the highest standard of support for your market.

- A utility player, cool and calm under pressure. You don- t shy from rolling up your sleeves and getting down to solving problems. At Uber you will be dealing with new problems every day, the key to your success would be to find solutions early on using all the resources available

- Naturally curious and strategic. 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. You constantly look for opportunities and act on these.

- Word savvy and graceful. Being in the business of support, you- re eloquent and able to strike the perfect tone, whether you- re responding to tickets or explaining a new policy to riders on our blog or speaking to co-Uberites in a meeting. Like Uber, you- ll always remain grounded when dealing with others.

What you'll need:

- 10-12 years of work experience in an operations roles (preferably managed a 300+ member team directly); prior entrepreneurial experience

- MBA from a top university preferred

- Experience in process design and delivery with proven ability in project execution and communication, maybe from consulting or corporate environments

- Data analytics competence

- People management skills

- Experience deploying transformational improvements and familiarity with CI concepts of lean, variation reduction, and design for six sigma methodologies

- Extremely strong problem structuring and solving skills and ability to deal with ambiguity

- Ability to interpret and map processes to data.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.