Head of Centre of Excellence - Voronezh, Russia

11 months ago
Global Community Operations - Community Operations
Requisition Post Information* : External Company Name
Uber Technologies, Inc.
Requisition Post Information* : External Company URL

Uber Overview

About Uber

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 Role


Uber is looking for a big leader to drive the growth, efficiency and quality of our Customer support operations in Russia.


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 smartest, most efficient way.


We’re looking for an exceptional Head of Centre of Excellence to build and develop our support operations across Russia. This will include a team of several hundred support representatives and dozens of people managers. Every team member will not only be providing world-class support to Uber users, but also participating in ongoing support experiments, including systems, new product, metrics, and escalations.


The right business leader is prepared to make tough, data-backed decisions in a dynamic, and highly visible environment. They are passionate about Uber, passionate about solutions, people and love getting in the weeds on any and all issues.



What You'll Need

  • Minimum 10 years of Operations leadership experience directing large teams.
  • Manage a 100-200 person contact centre
  • MBA or engineering graduate degree preferred.
  • Strong planning and organizational skills, attention to detail.
  • Outstanding interpersonal and stakeholder management skills.
  • Exceptional verbal/written communication skills.
  • Ability to handle multiple priorities and meet deadlines in stressful situations.
  • Willing to relocate to Voronezh, Russia


Who You Are

  • Builder. You are up for the challenge of building the centre from scratch, from the facilities to the staff and then nurture that team and build the right culture
  • Self-starter. You act like an owner and make decisions as such.
  • A strategic and natural leader. You take charge when necessary, but can identify when to take a step back and let your team lead the way. You can build relationship and interact with stakeholders at an executive level
  • Passionate about Uber. You love Uber and moving people, in all senses of the word.
  • Passionate. Growing and developing the service culture within our community is your mission.
  • Analytical. You use data to get things done.
  • Creative. You are a proven critical thinker.
  • A role model. You lead by example.


What You'll Do

As the Community Operations Leader, you will report into the Head of Continental Europe for Comm Ops EMEA. You will be responsible for maintaining high quality service and profitability of the operation. Additional responsibilities include determining operational strategies, conducting needs assessments, conducting on-going performance reviews, capacity planning, and cost/benefit analyses. You will identify and evaluate state-of-the-art technologies, building systems and processes to deliver with hyper-efficiency. 


It is critical that you ensure that both riders and driver partners receive high-quality, emotionally intelligent support. You will be building and motivating a team of leaders and managers, empathizing with the problems that riders and drivers face every day, and implementing solutions that strengthen trust of the brand in our communities. You are highly principled — driven by making an impact and doing the right thing. You are passionate, and above all, hyper-focused on converting users into loyal advocates for the brand. You will be building and managing an entrepreneurial, high-performing, and data-driven team that thrives on solving problems and eliminating the root cause of issues.



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