Uber - Community Operations Manager

About the Role :

- We are seeking an experienced Operations Manager to lead our Critical Support operations. You will leverage your experience and industry best practices to help build effective, scalable processes. For this role you need to be operationally focused, have a flair for people management and be a proactive problem-solver with some experience in having managed support for business products. This will be a managerial role with a heavy focus on people management, continuous process improvement and stakeholder management. The role will be based out of the Hyderabad Center of Excellence (COE).

What You'll Do:

- Lead, motivate, and develop high performing teams within a time-sensitive and demanding environment to deliver on operational KPIs. You will be managing up to 4 Team Leads, who will each be managing up to 12 Specialists.

- Focus on management of SLA metrics, Quality and Customer experience; Deliver on goals agreed upon with stakeholders, and plan glide paths to meet them.

- Be a trouble shooter in case of issues relating to processes affecting the SLAs; Dive deep into the numbers and make data-driven process improvements.

- Work cross-functionally with various supporting teams (such as Quality, Training, Analytics) to ensure your teams are delivering exceptional customer experiences.

- Be a Subject Matter Expert (SME) on your team's processes and policies.

- Encourage a culture of continuous process improvement, experimentation and a drive to deliver a excellent experience every time.

What You'll Need -

- Masters from a top tier institute

- Overall 7+ years experience, with significant exposure to high pressure business decisions

- Experience in having worked on complex issues and having worked with diverse stakeholder

- Strategic mindset and the ability to build processes from scratch ground-up.

- People management experience with demonstrated ability to effectively manage, set team goals, develop people to their highest levels of performance, and guide teams through challenging managerial situations

- Demonstrated Data/Analytics experience; Excel proficiency

- Prior professional experience with optimization, processes, systematic organization and program/project management

Bonus Points If-

- Prior experience working in a high-volume or super dynamic work environment

- Lean Six Sigma Certification or experience with Process Improvement methodologies

- Familiarity writing queries in SQL

About the Team -

- Uber COEs are in-house contact management centers dedicated to providing premier customer support to riders and drivers. Uber relies on the COEs to provide support for our community's toughest issues types, handle escalations from our tens of thousands of business processing outsourcing (BPO) agents, and provide an environment to pilot support for new products or test new support modalities or processes. If you think you have it in you to operate in a hyper growth environment and build processes that last, we are interested to meet you.

About Uber -

- 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 we're a part of the logistical fabric of more than 600 cities around the world. Whether it's 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 just what we're doing today. We're thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we're in for the long haul. We're reimagining how people and things move from one place to the next.