Senior Community Operations Manager, UberEATS - France

FR-75-Paris
Department
Global Community Operations - Community Operations

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 job

 

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 Sr Community Operations Manager to build, operate, scale and improve Community Operations for French-speaking markets. 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

  • Program/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.
  • Deliver stellar operations outcomes according to agreed service level agreements: working with partners to achieve the best outcomes across thousands of support interactions every week, and ensuring they operate as efficiently as possible while maintaining the highest level of quality.
  • Pilot and own new initiatives that transform our support operations and improve the level of service we provide: iterating existing support modalities and launching new ones as UberEATS continues to grow.
  • Draw actionable recommendations that help drive our growth by diving deep into the numbers and finding insight; steering a team to make data-driven decisions and process improvements.
  • Lead by example: Be incredibly truth-seeking with data, set a high bar for the team to think boldly and creatively and then to funnel that energy into concrete processes and execution plans, move fast, be biased toward action.
  • Engage strategically with stakeholders, be it general managers and function leads to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams.

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 (5+ years is preferred).
  • Data-driven and analytical in mindset. You can look at any spreadsheet or SQL query and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a compelling way.
  • 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 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.
  • A natural leader. You are passionate about leading ideas and developing teams to perform at the highest levels while maintaining a fun and collaborative environment.
  • 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.

Perks

 

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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