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Community Operations

We are responsible for building our customer service network. We strive towards developing a world-class support organization that scales effectively, is reliable and consistent, and provides unmatched service to our Uber community.

Life at Community Operations

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Explore our Community Operations teams

  • The Community Operations Analytics team guides our global and local decision making, uncovers new business opportunities, and provides leaders with tools that enable their teams success. We support all programs that exist within the organization globally. We leverage this strategic position and use data to unlock the most value for Uber and our customers.

  • Uber Centers of Excellence (COEs) are contact management centers dedicated to providing world-class customer support to riders and drivers 24/7. At our COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth.

  • Uber Greenlight locations help new drivers get on the road for the first time, build engagement with the platform over time, and serve as a logistics hub for drivers in their city. We look to our in-person support representatives, or Uber Experts, to serve as the face of Uber for drivers in hundreds of Greenlight locations around the world.

  • The Global Planning & Innovation team houses Global Programs, Insights, Escalations, and Innovation teams.

    • The Global Program teams organize Community Operations around programs and user personas to improve customer experience, drive simplification and operational leverage, and speak with a strong single voice to advocate for our customers and agents.
    • The Insights team drives actionable customer insights to influence business and product decisions, to bring down defect rate, accelerate growth and improve effectiveness of our products.
    • Escalations develops and leads world-class global end-to-end escalation program to identify, rectify and prevent future issues both within Community Operations and across Uber, improving overall customer experience and lowering operational costs.
    • The Innovation team stands up support for key growth bets, preparing Community Operations and Uber for future growth and opportunities
  • The Global Strategy & Planning team provides critical business insights to help find opportunities and implement operational improvements across Community Operations. The team is working toward developing a world-class support organization that scales effectively, is reliable and consistent, and provides unmatched service to our Uber community.

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