Community Operations Manager - Lahore

3 months ago
PK-Lahore
Department
Global Community Operations - Community Operations
PK-Lahore
Requisition Post Information* : External Company Name
Uber Technologies, Inc.
Requisition Post Information* : External Company URL
www.uber.com

Uber Overview

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.



Job Description

About the job

 

At Uber, providing amazing support that establishes trust for riders and driver partners-our community-is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the most compelling, most efficient way. We're looking for a Community Operations Manager to develop and lead support efforts for our new support operations center. Community Operations is pioneering how Uber manages rider and driver partner support around the globe. This will be a managerial role with a heavy focus on people management, data analytics, and continuous process improvement, so those interested should be excited to demonstrate those skills and be eager to lead.

 

What you'll do

  • Be tasked with scaling support in an innovative way at a company that's growing rapidly and changing constantly.
  • Be a passionate advocate for all riders and driver partners and answer any questions that come your way in an exciting, fast moving environment.
  • Listen attentively to the voice of Uber's community and provide feedback to the rest of the company.
  • Be the owner of our Community Support performance metrics:
  • Dive deep into the performance numbers, perform gap analysis and take data--driven actions to increase the quality and the reactivity of our Community Service.
  • Ensure the interface with our engineering and operation teams is enabled to improve internal tools and user experience.
  • Be in charge of leading development and improvement projects for Community Support at regional scale:
  • Development of new products/solutions
  • Leading operational excellence projects

 

What you'll need

  • Work experience of at least 5 years in a high energy environment (e.g. consulting, investment banking, corporate finance) or customer-centric industry (e.g. tech, telecom, etc.)
  • A love of process and optimization. You will be revolutionizing support for the Uber community. You're excited about the opportunity to create and experiment with support processes, and are willing and able to lead others utilizing them.
  • A data- driven and analytical 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. You have excellent Excel skills. Bonus points if you have SQL, coding, or programming experience.
  • Incredible empathy and understanding of both riders and driver partners alike. You will be an excellent advocate for Uber's users and are passionate about the community experience.
  • Calm under pressure. You have excellent organizational skills, integrity, and great follow-through on tasks.
  • Natural curiosity. You love learning how things work and you're always looking for innovative solutions. You enjoy testing different support strategies and tracking the results.
  • Word Savviness. You're eloquent and able to strike the perfect tone, whether you're explaining a new policy to riders or drivers, explaining the importance of certain complicated metrics, or responding to support issues over email.
  • A bachelor's degree in business, economics, finance or any science- related field.
  • Prior professional experience with optimization, processes, systematic organization, program/project management.
  • Demonstrated Data/Analytics experience; Excel and ideally SQL proficiency.
  • Exceptional writing and verbal communication skills.
  • Ability to work and communicate cross-functionally.
  • Consultancy or investment banking background or experience in service -industry, manufacturing or distribution in a high -volume environment is preferred but not required.

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