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.
The Pakistan Head of Customer Experience manages and is responsible for optimising all our customer interactions across all channels for Pakistan. His or her mission is to deliver a world class experience for every interaction we have and doing this in the most efficient and lean way possible for all our driver partners and riders. All this done in such a way that establishes trust for our community, which we think is an important and core feature of our product experience. It consists of managing and leading the team in the GLs (6 locations, 70+ people) as well as managing the local Community Operations management team (Lahore). Growing and managing the team from its current state will be key part of this role.
On the Uber Greenlight Locations (GLs) we help new partners get on the road for the first time, build engagement with the platform over time, and serve as a logistics hub for the city. In the GLs we strive, besides providing the best experience, to maximising the performance of the GLs (75+ people), raising the bar for our customer obsession. To accomplish this, you'll implement standard operating procedures for onboarding and engagement, and you’ll lead the team to innovate tomorrow’s new best practices.
On the Community Operations side, you and your team will be responsible to build, operate, scale and improve Community Operations in Pakistan. This role comes with a heavy focus on solving problems through data analytics and leading teams to deliver stellar outcomes. There is a large focus on continuous process improvement, on both the support and product side, while advocating passionately on behalf of our community to influence the overall customer experience. The role combines all these facets as well as managing stakeholder relationships across the broader business to set the right expectations and deliver handsomely on them. All of this in one of the most dynamic and fastest growing markets in the world.
Your leadership will instill inspiration and confidence throughout the team and GLs in your territory, manage stakeholders, bring the two teams together while being an advocate of our customers and bringing groups throughout the region together as a single team focused on building a successful advantage by growing and strengthening our customer obsession.
Who you are
What You’ll Do
What You’ll Need