N67 - Community Operations Manager

N67 - Community Operations Manager

13 May
|
Uber Inc.
|
Secunderabad

13 May

Uber Inc.

Secunderabad

Job Description

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.


We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and lets move the world forward, together.


About the Role


This role is a key position in the Centre of Excellence (COE), Uber Hyderabad. You will demonstrate your experience and industry standard methodologies to help build effective, scalable processes.





For this role you would need to be operationally focused, have a flair for people management and be an enthusiastic problem-solver with some experience in having managed support for business products. This will be a managerial role with a heavy focus on people management and continuous process improvement


What Youll Do

Lead, motivate, and develop high performing teams within a time-sensitive and demanding environment to deliver on operational KPIs. You will be managing up to 4-6 Team Leads, who will each be managing up to 20 Specialists
Focus on management of SLA metrics, Quality and Customer experience; Deliver on goals agreed upon with stakeholders, and plan glide paths to meet them
Be a trouble shooter in case of issues relating to processes affecting the SLAs; Dive deep into the numbers and make data-driven process improvements
Work cross-functionally with various supporting teams (such as Quality, Training, Analytics and Operations) to ensure your teams are delivering exceptional customer experiences
Be a Subject Matter Expert (SME) on your team's processes and policies
Encourage a culture of continuous process improvement, experimentation and a drive to deliver a excellent experience every time
Proactively identify, RCA and flag downward SLA trends, critical process gaps and improvement opportunities to take UCS performance to world-leading level

What Youll Need

3 years of experience in managing teams
Have experience in setting up teams and managing scaled people operations
Comes up with strong analytical skills
Knowledge of SQL would be an added advantage

About the Team The Comm ops support team for ANZ market team acts as an extension to the lines of businesses for Australia and Newzealand markets, by providing valuable insights on improving efficiency, quality, and reducing inconsistencies across the global network of Support Centres. This is done by constant deep dives on data to unearth opportunities and piloting experiments to test the effectiveness of new initiatives.

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.


At Uber we dont just accept differencewe celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

The original job offer can be found in Kit Job:
https://www.kitjob.in/job/13394544/n67-community-operations-manager-secunderabad/?utm_source=html

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