Line of Business Manager (Analytics focused) - Manila Apac

PH-RIZ-Taguig City
Department
Global Community Operations - Community Operations

Uber Overview

About Uber

 

Uber is a technology company that is changing the way the world thinks about transportation. We are building technology people use everyday. Whether it's heading home from work, getting a meal delivered from a favorite restaurant, or a way to earn extra income, Uber is becoming part of the fabric of daily life.

 

We're making cities safer, smarter, and more connected. And we're doing it at a global scale-energizing local economies and bringing opportunity to millions of people around the world.

 

Uber's positive impact is tangible in the communities we operate in, and that drives us to keep moving forward.

Job Description

At Uber, providing amazing customer support that establishes trust for riders and driver partners-our community-is a core feature of our product experience. We invest in this mission and believe in providing the highest quality service executed in the most compelling, most efficient way.

 

Community Operations is pioneering how Uber manages rider and driver partner support around the globe and we're looking for a line of business (LOB) Operations Manager. You will be tasked to develop and lead various support efforts within our Manila Center of Excellence (COE). Uber COEs are contact management centers dedicated to providing world-class customer support to riders and drivers. Uber relies on the COEs to provide support for our community's most challenging issue 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.

 

This will be a managerial role with a deep focus on people management and continuous process improvement. Those interested should be excited to demonstrate those skills and be eager to lead a team of equally passionate people.

 

What you'll do

  • Guide, motivate, and develop a high performing group of COE CSRs within a time-sensitive and demanding environment to deliver on operational KPIs
  • Lead delivery of quality and efficiency metrics through COE CSRs
  • Set up career development plans, guide Team Leads, and develop them into awesome people managers. You will be managing up to 5 Team Leads, who will each be managing up to 15 team members. These people are on the front line of our business, answering our community's questions and tending to their needs.
  • Work cross-functionally with various supporting teams (such as Quality Assurance, Training, Site Analytics) to ensure your teams are delivering exceptional customer experiences and meeting service level requirements
  • Analyze the performance of your teams and provide constructive feedback to Team Leads on a consistent basis
  • Be a Subject-Matter Expert (SME) on your LOB's processes and policies
  • Identify trends within your team's performance as well as overall support trends
  • Drive continuous process improvement to deliver a world-class experience every time, all the time

 

What you'll need

  • Bachelor's degree
  • At least 5 years of work experience in a high-volume and demanding service-industry or customer support environment
  • Willingness to work weekends and occasional holidays, in an operational 24/7 environment
  • Prior experience in guiding large and diverse teams
  • Demonstrated ability to guide effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations
  • Exceptional written and verbal communication skills
  • Self-driven with a deep affinity for problem solving, always looking for creative solutions and never settling for how something 'has always been done'
  • Always willing to roll up your sleeves and address something hands-on; you persevere when others fall away
  • Optimistic leadership: You have an enthusiastic attitude and are passionate about making magic for our Community. You view every support interaction as a chance to impact our riders and driver partners in a positive way.

 

Bonus points if you have:

  • Experience in a service-industry, customer support, manufacturing or distribution in a high-volume and demanding environment

Perks

Perks

  • Employees are given Uber credits each month.
  • Ground floor opportunity with the team; shape the strategic direction of the company.
  • The rare opportunity to change the way the world moves. We're not just another social web app, we're moving real people and assets and reinventing transportation and logistics globally.
  • Smart, engaged co-workers.

 

Uber is an equal opportunity employer and enthusiastically encourages people from a wide variety of backgrounds and experiences to apply. Uber does not discriminate on the basis of race, color, religion, sex (including pregnancy), gender, national origin, citizenship, age, mental or physical disability, veteran status, marital status, sexual orientation or any other basis prohibited by law.

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