The
Head of Customer Experience manages and is responsible for optimising
all our customer interactions across all channels. 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 for all our
driver partners and riders. 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. It consists of managing and leading
the team in the GLs (5 locations, ~35 people) as well as managing the
local Community Operations (virtual) management team. Growing and
managing the team from its current state will be 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, to maximising the performance of
the GLs, raising the bar for our customer obsession. To accomplish this,
you'll implement standard operating procedures for onboarding and
engagement, and you’ll lead the team to innovate tomorrow’s new best
practices
On
the virtual operations side, you and your team will be responsible to
build, operate, scale and improve Community Operations in Portugal,
Spain, Italy, Croatia. 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.
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. All of this in one of the most dynamic
and fastest growing markets in the world.
Your
leadership will instill inspiration and confidence throughout the team
and GLs in your territory, manage stakeholders, bring the two teams
together while being an advocate of our customers and bringing groups
throughout the region together as a single team focused on building a
successful advantage by growing and strengthening our customer
obsession.