Regional Operations Manager, Engagement & Retention - Central Ops EMEA

2 weeks ago
NL-Amsterdam
Department
Operations & Launch - City Operations
NL-Amsterdam
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

Our Operations teams are the heart and soul of Uber. These are the teams that take our global product and localize it to an assigned market, while creating thousands of economic opportunities for drivers, and making transportation cheaper and more accessible for our riders. We are in the midst of incredible growth, which requires hard work. We are looking for individuals who are passionate about what they do and ready to roll up their sleeves to grow their city.

The Regional Operations Manager for Customer Engagement is a unique opportunity to have a direct impact on our growth and the relationship Uber has with our driver-partners across the EMEA region. This role will drive broad organizational engagement with driver-partners and centralise the driver insights to guide the strategic decisions in operation, product, marketing and support, etc.

This person should be be a highly skilled project manager, insightful business partner, and a top notch communicator. The success of the role is ultimately defined by the drivers’ satisfaction and their trust and retention on Uber platform.

Perks

What You’ll Do

  • Organizational Advocate: Cultivate the employee insight for drivers by driving the adoption of existing global customer focused programs and creating new programs to drive the cultural change.
  • Insight Centralisation: Gather insights from different channels, including employee feedbacks, driver tickets, social communities, marketing researches and data analytics, to create a cohesive understanding of drivers (e.g. Who are they? What do they need? How can we help?)
  • Data Analytics: Utilize the assets of ‘Big Data’ in Uber to fiercely prioritize the driver pain points across EMEA regions and quantify the size of prize for each of the top pain points to enable the resource allocation.
  • Storytelling: Be able to tell a compelling story of drivers, backed by both touchy driver life-story and visualized data points. Always begin or close the story with clear action recommendations.
  • Stakeholder Influence: Effectively collaborate with and influence on the multiple partners in the global, regional and sub-regional team. Regarded as a strong inspiring leader for drivers among all Stakeholders.
  • Project Management: Manage a number of strategic projects in the EMEA Customer focused roadmap. Deliver the high-quality results on time with clear communication in each of the achievements.

What You’ll Need

  • Customer focus: Genuinely passionate about the customers and enjoy staying close with customer experience everyday
  • Leadership: Able to unite the people from different backgrounds to accomplish a visionary goal or drive a new change
  • Problem Solving: Creative in finding the optimal solutions for the toughest problems within the time and resource constraints
  • Data Analytics: Solid analytical skills and effective on presenting data-heavy insights in simple formats.
  • Communication: Communicate efficiently (both oral and written) among large group of stakeholders across different regions and levels.
  • Self-Driven: Ability to take initiative in a constantly-changing work environment and manage self-pace for multiple projects.
  • Uber Knowledge: Detailed understanding of how Uber’s products work for both riders and drivers
  • Prior related experience in the customer-centric industries/companies is desirable (e.g. customer experience in hospitality, travel, tech, etc)
  • SQL knowledge and/or R knowledge is a plus

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