Our Executive Community Relations (ECR) team is Uber's white-glove approach to providing end-to-end resolution across lines of business and customer types. ECR steps in on complex customer issues and failed support experiences with the goal of rebuilding trust, restoring customer loyalty, and identifying recurring issues that can be surfaced to partner teams for root-cause investigation and improvement.
The Senior Operations Manager, ECR is responsible for the operational performance and continuous improvement of ECR support. You will lead through Customer Support Managers and Team Leads, ensuring teams consistently deliver high-quality customer outcomes while meeting operational KPIs, quality standards, and service-level requirements.
This role requires someone who combines solid operational discipline with excellent people leadership and customer judgment. You will stay close to frontline operations, use data and escalation trends to understand where the customer experience is breaking down, and partner with cross-functional teams to drive meaningful improvements.
What You'll Do
• Lead and motivate teams, including Customer Support Managers, Team Leads, and Representatives, to consistently deliver against customer experience, quality, productivity, and service-level goals.
• Develop Customer Support Managers into strong people and process leaders, creating clear accountability while coaching them to make effective decisions in complex and ambiguous situations.
• Lead the delivery of white-glove support for complex and sensitive customer escalations, ensuring customers receive thoughtful, end-to-end resolution following failed support experiences.
• Uphold a high-quality support experience through the measurement and management of customer satisfaction, resolution time, quality, and other critical operational KPIs.
• Stay connected to frontline operations and use escalation trends, customer feedback, and operational data to identify recurring p
📌 Sr Operations Manager, Executive Community Relations (Hyderabad)
🏢 Uber
📍 Hyderabad
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