Community Operations Manager - Vietnam

6 months ago
VN-SG-District 3
Department
Global Community Operations - Community Operations
VN-SG-District 3
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

 

As a Community Operations Manager you will be responsible for resolving complex and challenging problems, while also using the feedback to keep innovating and elevating the user experience. You will be the voice of the customer, making our users' lives better by taking care of their concerns to ensure reliability and safety.  As part of a larger regional team, Community Operations Managers get to the opportunity to aid in launching new cities, products and countries with the focus on our millions of users.

Perks

What You'll Do

 

  • Manage and improve customer experience for our different products in Vietnam in partnership with regional and global teams
  • Help set up support requirements for new products and markets, roll out new support channels, monitor SLAs, report on results, experiment and launch beta tests
  • Act as the voice of users and be an evangelist for your country's unique support needs
  • Develop a team of local Community Operations Specialists, who handle complex support issues and escalations
  • Help create support logic for new scenarios and work closely with our outsourcing partners to ensure the highest level of quality
  • Act as a business partner with Vietnam’s General Manager, staying in touch with business growth and direction to craft a support network that anticipates the future
  • Be an advisor to Regional Leads by providing insight into support needs for Vietnam
  • Work with your peers to drive alignment between country Operations teams, regional Community Operations teams, our Center of Excellence and outsourcing partners

 

What You'll Need

 

  • Minimum of 4 years work experience in a high energy, productive environment (e.g. consulting) or customer-centric industry (e.g. hotels, airlines, banking)
  • A bachelor's degree
  • Excellent written and spoken English and Vietnamese.
  • Excellent problem solving skills with the ability to understand our users and address their true issues
  • A passion for creating support experiences that exceed users' expectations.
  • Willingness to work in a team environment
  • Ability to handle sensitive situations and maintain composure

 

Bonus Points If

  • Master's preferred
  • Experience building and/or leading a team

 

About the Team

 

Our Community Operations team is responsible for revolutionizing the concept of support at Uber. With experimentation, launch and growth at the helm, cross functional and global collaboration is ingrained in this team’s daily operating model. From regional processes to country specific implementation, our Managers work on solving some of the most challenging problems and questions from riders, eaters, couriers and driver partners.

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