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.
At
Uber, support is more than just answering questions. It’s about using
the information customers give us as insights to help UberEats grow.
Moreover, providing amazing support that establishes trust within our
community — UberEats customers, delivery partners and restaurants — is
at the centre of the UberEats customer experience. We’re obsessed about
providing the highest quality service, in the smartest way. And for Uber
to continue its growth and success, we need to be able to not only
improve but also scale our fast-growing support operations.
We’re
looking for a Community Operations Manager to build, operate, scale and
improve Community Operations in France. This role comes with a heavy
focus on solving problems through data analytics and leading teams to
deliver stellar outcomes and continuous process improvement, advocating
passionately on behalf of our community to influence the overall
customer experience, and managing senior stakeholder relationships
across the larger business to set the right expectations and deliver
handsomely on them.
WHAT YOU'LL DO
Be
the owner of our Community Support performance metrics in the region
and help drive our growth by deep-diving into the numbers, performing
analyses, providing insights and drawing actionable recommendations that
increase the quality and the reactivity of our Community Service
Project
management: Be a hustling multi-tasker, supporting projects across the
region. You’ll be THE go to person for many key initiatives within
Community Operations.
Pilot
and own new initiatives that transform our support operations and
improve the level of service we provide in close collaboration with the
operational team and General Managers in the region
Engage
strategically with stakeholders, be it general managers or function
leads to influence business goals and priorities, central global teams
to improve internal tools and the overall user experience, or local
teams.
Be a coach to others. Likely this role will involve developing and coaching a team.
WHO YOU ARE
Proven
experience: whether it be in a start up, bank, consultancy, or
corporate, you are someone who loves driving change in a fast-paced
environment (4+ years of experience).
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. Bonus points if you have SQL,
coding, or programming experience.
Naturally
curious. 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.
A
problem solver. You embrace challenges, and would stop at nothing to
create solutions—whether they’re hacky, short-term workarounds, or more
long-term process changes.
A
lover of process and optimisation. You will be revolutionising support
for the UberEats community. You’re excited about the opportunity to
create and experiment with support processes, and are willing and able
to lead others in iterating and executing them.
A
brilliant communicator. You’re eloquent and able to strike the perfect
tone, whether you’re explaining a new policy to customers in writing, or
explaining the recommendations of a data-driven study you conducted to
global stakeholders through a video conference.
Cool and calm under pressure. You have superior organizational skills, integrity, and great follow-through on tasks.
A
coach to your team. You have managed people, and learn how to listen,
build trust, develop and coach others to perform better.
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