Regional Community Ops Supervisor - Cambodia

KH-12
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.

Perks

What you'll do

  • Lead, motivate, and develop high performing teams of Community Support Representatives (CSRs) within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs) across multiple platforms.
  • Stay present and available for your team; this includes covering the floor, answering questions, hosting weekly 1-on-1 meetings, and providing real-time feedback
  • Instruct CSRs and cultivate performance to serve our rider and driver communities
  • Audit your team’s performance with weekly audits and guide towards progressive improvements; identify opportunities for additional training & development
  • Guide enforcement of policies, including attendance; create and distribute reports to CommOps management, provide Senior Leadership with daily snapshots of team’s performance; escalate issues to Senior Leadership as necessary
  • Act as a Subject Matter Expert (SME). Identify trending issues and guide CSRs do the same in their daily work
  • Act as POC for internal communication with stakeholders on demand and supply movement including challenges/initiatives sharing/provoking and work and follow up on the proposed actions to assure targeted objective delivered.
  • Partner with the country/regional team to convert global/regional initiatives into policies which will have a positive impact on the local rider and driver community
  • Work at own initiatives and/or in collaboration with country/regional PICs to build up necessary reports supporting performance and business analysis which ultimately enable effective/efficient decision making of both country and regional management team
  • Monitor flagged and inappropriate content and identify support/business risks
  • Maintain high levels of confidentiality while performing investigations
  • Be a thoughtful partner to country community operations manager to drive the business and team.

 

What you'll need

  • Bachelor's degree or college experience preferred. At least 3 years of relevant professional experience with min 1 year of management experience in customer support
  • English proficiency is a must
  • High proficiency using computers and typing skills in both English and local dialect
  • Willingness to work weekends, early mornings, late nights, and occasional holidays, in an operational 24/7 environment.
  • Be a fast learner with great willingness to learn and encourage others to do the same
  • Be calm and bold in a rush and harsh situation and able to provide speedy solution  
  • Able to multi-task with proven result delivery
  • Be an analytical person with good attention to details
  • Own enthusiastic and can-do attitude and passionate about making magic for our communities. Ability to view every support interaction as a chance to impact our riders and driver partners in a positive way
  • Be comfortable to deliver tough feedback - tune into CSRs’ performance, give reinforcing feedback where necessary, and offer critical feedback for growth opportunities as arise.
  • Passionate about helping and developing others
  • Proven experience as being a potential team member in a fast and complex environment

Options

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