Community Operations Manager - RCO

3 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 us


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 the core of the Uber’s Community Operations is the burning desire to build a world class customer support organization. We understand that the way we handle the toughest, most challenging rider and driver concerns has direct impact on our business. To help us build this, we are looking for the smartest talent out there who can think at a global level and act balancing all local nuances to build and maintain nimble processes at scale. If you think you have it in you to operate in a high growth environment and build processes that last, we are interested to meet you. 


What you’ll do

  • Be a strong representative of customer support teams in India to the business teams acting as a glue between both teams
  • Act as a business partner to General Managers and the city teams, bringing in rider and partner insights to help shape the way we conduct business in the region through customer support
  • Lead and partner with city teams, setting the tone with your passion and enthusiasm for world-­class support.  You will constantly connect with the community to know what kind of support best fits the market and how this is to be executed. You will project ahead so that we always have the right resources and people in place when we need it
  • Analyze, innovate and execute.  You will create, design, and lead how we deliver support in India; get creative and then be able to execute on your ideas.  You will dig into data incessantly to drive strategy for the region.  You will also work with our engineering and process teams to improve internal tools and overall user experience
  • You will be the most passionate advocate for all riders and driver partners in India.  You will also answer any questions that come your way and anticipate any more issues that may come up


What you’ll need

  • Minimum 5 years of work experience
  • MBA from top university preferred
  • Experience in process design and delivery with proven ability in project execution and communication, maybe from consulting or corporate environments
  • Some background with support in a high ­volume environment
  • SQL knowledge is desirable and strong SQL knowledge as a plus
  • Data analytics competence, Excel fluency
  • Excellent writing skills


About the team


Community Operations is pioneering how Uber manages rider and driver support around the globe during our most critical incidents and provides world class support.


Connect With Us!

Not ready? Connect with Uber to receive future communications about opportunities and general information about specific areas of Uber that interest you.