About Uber
We're
changing the way people think about transportation. Uber started with
on-demand rides, but we've grown to offer access to everything from food
delivery to electric bikes and scooters. We've even integrated public
transit into the Uber app--as well as a few helicopters. We use
technology to give people what they want, when they want it across 600+
cities in the world.
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: An operating system for everyday life. And that's just
what we're doing today. We're thinking about the future, with teams
working on autonomous trucking and self-driving cars, we're in for the
long haul.
Community Operations is groundbreaking how Uber leads
customer and partner support around the globe. The team you will join
has one mission: make Customer and Partner Experience our #1 bold
advantage without compromising financial sustainability. You and your
team will champion this mission every single day until there are no
doubts it's a reality.
As ears and eyes for Uber, we are
responsible for providing empathetic support to riders and drivers,
while working with several stakeholders to continually provide insights
and continuously improve the experience.
About The Role
The
Head of Customer Experience for Southern Europe leads, design and
improves the experience of all our customer (Riders, Drivers, Jump
users) across all channels in 7 countries (Spain, Portugal, Italy,
Croatia, Turkey, Israel and Greece). His or her mission is to deliver a
world class experience for every interaction we have and doing this in
the most efficient and lean way possible. All this done in such a way
that establishes trust for our community, which we think is an important
and core feature of our product experience. The role consists of
managing and leading of managers, develop and set them up for success to
lead cross-regional teams of 80+ people cross 20 cities. Growing and
managing the team from its current state will be a key part of this
role.
In the Uber Greenlight Locations (GLs) we help new
partners get on the road for the first time, build engagement with the
platform over time, and serve as a logistics hub for the city. In the
GLs we strive, besides providing the best experience and advice to our
drivers, to maximise the performance of the GLs, motivating and raising
the bar of our team's customer obsession. To accomplish this, you'll
implement standard operating procedures for onboarding, engagement and
retention, and you'll lead the team to innovate tomorrow's new best
practices.
For our customers that prefer in-app support
(Virtual), you and your team will be responsible to build, operate,
scale and improve our customer experience operations across all markets.
This role comes with a heavy focus on solving problems through data
analytics and leading teams to deliver stellar outcomes. There is a
large focus on continuous process improvement, on both the support and
product side, while advocating passionately on behalf of our community
to influence the overall customer experience. Your team will be in
charge to equip our front line agents with the right content to engage,
retain and acquire customers as well motivating our support teams to be
advocates of the Uber experience. The role combines all these facets as
well as managing stakeholder relationships across the broader business
to set the right expectations and deliver handsomely on them.
Your
leadership will instill inspiration and confidence to the Southern
Europe region, and will be spread across your key stakeholders
(Operations, Marketing, Legal, etc) you will be an advocate for our
customers and bringing groups and cross functional teams throughout the
region together as a single team focused on building a successful
advantage by growing and strengthening our customer obsession.
What You'll Do
- You'll
be tasked with scaling support in an innovative way at a company that's
growing at an amazing speed and changing constantly. You're prepared to
lead a large team of GL and Comm-Ops, and forefront support
representatives to provide world-class support to our community of
users.
- Owning the success metrics for supply growth and
operational SLAs, business targets, and financial performance of
Comm-Ops and GLs throughout the region
- Collecting and reporting
on regional performance data, with a particular emphasis on trend
identification and actionable insights
- Working with internal and
external stakeholders (General Managers, City and Regional Operations,
Marketing Teams, Facilities, etc) to represent the voice of our
customers, advocating for them and incorporating it the regional
strategy.
- Maintain consistency of operational efficiency and
customer experience through every channel (in-person, in-app, phone
etc.) and at every Greenlight Location in your region
- Be a
passionate advocate for all riders and driver partners and answer any
questions that come your way in a high stress, fast moving environment.
_ _
Who you are
- A skilled leader.
As a manager overseeing a substantial management team, you'll have a
tremendous impact on the overall culture. You are passionate about
guiding and developing teams to perform at the highest levels while
maintaining an enjoyable and passionate atmosphere.
- A lover of process and optimization.
You will be completely transforming customer interactions for the Uber
community. You're excited about the opportunity to create and experiment
with processes and modalities, and are willing and able to lead others
utilizing them.
- A good communicator and stakeholder manager. you are able to strike the right tone and are a great stakeholder manager across the business both locally as international
- Data-driven and analytical in mindset.
You can look at any spreadsheet and know the right questions to ask to
get to actionable outcomes, and you know how to explain data in a
digestible way.
- Incredibly empathetic and understanding of both riders and driver partners situations alike.
You will be an excellent advocate for Uber's users within the business
and are passionate about improving the customer experience.
What You'll Need
- Minimum 6 years of Operational leadership experience,
with proven track record of excellent people management experience and
demonstrated ability to effectively manage, set team goals, develop
people to their highest levels of performance
- Customer experience vision with a strong strategic thinking is key for this role
- International exposure in complex organizations, working with several stakeholders
- Exposure to process optimization, systematic organization and program/project management
- Strong planning and organizational skills; attention to detail
- Ability to work pressure and tight deadlines
- Fluency in English and Spanish or Portuguese
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.