Community Operations, Global Community Operations in Clark Freeport, 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.
Uber Center of Excellence is launching its second COE site in the Philippines. We have been operating from BGC, Taguig for several years and to support the ever growing need of internal services we are opening another scalable center in Clark, Pampanga in Q3 2018. We are looking for strong leaders for our pioneer team starting in September.
As a Line of Business (LOB) Manager in our soon to be open Clark Center of Excellence (COE), you will be responsible for managing processes and operations, people leadership, and stakeholder management. You will use your unparalleled empathy and leadership skills to lead a group of Community Operations Specialist that work to turn displeased users into our strongest advocates. You’ll be training, mentoring, and leading your own team to provide that same level of service to all our users. You will balance the need to deliver a personal response that delights our users with the need to develop scalable systems to match Uber’s rapid growth.
About the job
As an LOB Manager in our Clark Center of Excellence (COE), you will be responsible for:
Process management and results: The day-to-day running of your line of business means delivering on agreed metrics for productivity, quality and timeliness. This also ties in with the managing the overall cost performance of your team. You will be fully immersed in the process and thus will be in a position to recommend and implement ideas for improvement
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, resolving the toughest of issues from customers and ensuring that your team constantly performs at a high level
Stakeholder management: You will interact and collaborate with teams from the different regions and cities we support, 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
What we’re looking for
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
Candidate must have at least 5-10 years of experience in shared service/ contact center roles
Leadership experience of handling at least 40-80 full time employees
Background in managing scalable operations
Process & people management experience
Consistent delivery on KPI
Run site wide projects
Strong background in developing people, interaction and collaboration in different regions, and manage expectations and relationships
Tech/startup background a plus but not required
Candidate should have a minimum of Excel and analytics skills (SQL knowledge/experience is a plus)
Ground floor opportunity. Help build the global support infrastructure of one of the fastest growing firms in the world. Join us in building our new site in Pampanga! Experience the culture that Uber is known for.
Make a difference. We’re not just another social web app: we’re moving real people/ assets and changing transportation for the future.
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.