Global Customer Satisfaction Leader

US-CA-San Francisco
8 months ago
Department
Global Community Operations - Community Operations
US-CA-San Francisco
Requisition Post Information* : External Company Name
Uber Technologies, Inc.
Requisition Post Information* : External Company URL
www.uber.com

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

At Uber, providing excellent customer support to riders and partners is a core feature of our product experience. Delivering this level of support on a global level isn’t easy - it takes leaders who can understand Uber’s operations, adapt to our constantly changing business, and help resolve problems where no solution currently exists.

Perks

What You'll Do

 

  • Develop and implement a function responsible for service quality measurement, assessment and improvement (We need to define what “quality” means in terms of accuracy, consistency and customer impact, and ensure we’re collecting the data and insights we need to help agents serve our customers well)
  • Augmenting our capabilities around collecting and using customer satisfaction data and insights, and ensuring that it guides agent coaching, vendor management and business improvement
  • Choose the data we use to evaluate knowledge management and take a data driven approach to your work, ensuring that we have an actionable feedback loop with which we can encourage continuous improvement
  • Collaborate effectively with Community Operations leadership to move towards global content alignment and process harmonization across Uber globally
  • Promote the ROI and importance of learning to key global and regional stakeholders

What You'll Need

 

  • Minimum 5 years of experience creating and leading transformational Customer Support Quality efforts
  • Experience in consulting, technology, or similar knowledge-based field
  • Shown ability to big and guiding initiatives to collect, develop, and disseminate knowledge across large organizations leading to enhanced efficiency and organizational leverage
  • Deep understanding of quality metrics, and resources, as well as information architecture, data types, data structures and associated use of metadata
  • Excellent analytical abilities; able to dig into complex data sets to help inform decisions
  • Effective at implementation of organization-wide programs and initiatives through collaboration across functions, geographies, and organization levels
  • Superb program management skills and the ability to coordinate the creation of custom databases and systems to handle knowledge
  • Excellent written, verbal, and visual communication skills, and demonstrated ability to influence and gain consensus at senior levels, and explain complex concepts in simple, layman’s terms
  • Passionate for internal downstream customers and external Community users
  • Available for business travel both domestic and international as needed
  • Minimum of BA/BS

 

Bonus Points if

 

  • MBA or graduate degree in related field



About the Team

 

Community Operations is pioneering how Uber manages rider and driver partner support around the globe. The team leads our support initiatives into Uber’s advanced payment issues, rider fraud, account takeovers, and other areas of advanced support.  The team takes a matrixed approach to customer support, with regional teams responsible for service delivery, and global teams providing expertise and scale to enable our collective success.

 

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