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APAC COE Senior Site Lead - Manila

Community Operations, Global Community Operations in Taguig City, Philippines

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.

As the Sr. Site Lead for APAC Centers of Excellence (COE’s), you will be responsible for:

 

  • Operations delivery: Our centers are based on SLA’s and KPI’s.  You are responsible to ensure our teams are structured and staffed to meet these challenges.
  • Customer experience: You own the customer experience through COE resolution channels.  This is inclusive of the support incidents being resolved properly and the overall satisfaction of the customers along with compliance to our quality programs.
  • Process management and operational excellence: Creation and documentation of our current processes while building for scale and inclusive of compliance checks.  Then a vision for transforming our processes through operational excellence.
  • People leadership and management: As an early leader of a rapidly growing team, you will develop your own people, guide them and work with them to achieve their full potential. You will lead by example, accountable for the functional alignment, delivery, and integrity of your teams.  This is a large people management role covering almost 2000 employees from site leads to front line agents.
  • Stakeholder management: You will interact and collaborate with high level leads from the different regions through APAC, constantly improving our level of service to customers - whether through exceeding on agreed service levels, suggesting improvements to support logic, or designing structures to best run our support operations.

 

About you

 

Naturally gifted at service, empathetic, principled, and relentless at making things right.  You are a gifted people manager and an operations veteran. You know how to match stakeholder and customer needs with practical solutions and the impact to cost, culture, and the services portfolio.

What we’re looking for

 

  • Experience - You’ve set up and managed multiple sites across different geographies.  You know global service and how to navigate delivery and people challenges managing a near 2000 person organization
  • Strategic - You can provide strategic guidance/ leadership to the development of our COE network in APAC and on a global level.  Your aim is to make the APAC COE network strong, then make our global captive centers the best of any company on earth. You won’t accept anything less
  • Hustle - Uber moves fast, and runs lean. You're flexible, fearless, and never satisfied with the status quo. You have no problem stepping on other people’s toes if it means pushing for the right idea that will help build awesome experiences for our users across the globe
  • Ownership - You get things done. Passionate, self-driven and fearless, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You don’t wait around for other people to tell you what to do and have the initiative to solve problems on your own.
  • Leadership - You’re an enthusiastic people manager that can coach and guide your own team to deliver world class support day in and day out. There will be tough problems to solve but your team should feel ready and prepared to address anything that comes their way.
  • Service orientation - As the voice of Uber to thousands of users, you’ll use this opportunity to make evangelists out of our toughest haters. Your efforts will create more reasons for people to use Uber and to continue to trust us to get them where they need to go
  • Excellent communication skills - The ability to speak, read, and write fluently in English is critical as you act as the voice of Uber to thousands of our users and communicate your ideas to internal stakeholders

Preferred Qualifications

 

  • Degree (4 year program)
  • MBA preferred
  • Note that this a leadership role, so proven experience in people management is important. Over 15 years of people management experience is preferred
  • Work experience at a multinational firm a plus

 

About the Team

 

At Uber, amazing service is at our core. We’re obsessed about wowing our users with the support we provide them and this role puts you at the center of our effort to scale and improve on that amazing service.

 

The APAC Centers of Excellence (COE’s) are global support centers that employ large numbers of support representatives catering to Uber’s riders, drivers, consumers and delivery partners in many cities around the world.  We have a center located in Manila, Philippines and Hyderabad, India where our teams handle a wide range of customer concerns, from the most basic to the most complex.


See our Candidate Privacy Statement

At Uber we don’t just accept difference—we 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.