Eastern Europe Customer Strategy & Operations Manager, Eats CommOps
City Operations, Operations & Launch in Warsaw, Poland
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.
At Uber, support is more than just answering questions. It’s about using the information customers give us as insights to help UberEats grow. Moreover, providing amazing support that establishes trust within our community — UberEats customers, delivery partners and restaurants — is at the centre of the UberEats customer experience. We’re obsessed about providing the highest quality service, in the smartest way. And for Uber to continue its growth and success, we need to be able to not only improve but also scale our fast-growing support operations. We’re looking for a Community Operations Manager to build, operate, scale and improve Community Operations in the Eastern Europe. This role comes with a heavy focus on solving problems through data analytics and leading teams to deliver stellar outcomes and continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience, and managing senior stakeholder relationships across the larger business to set the right expectations and deliver handsomely on them.
WHO YOU ARE
Proven experience: whether it be in a start up, bank, consultancy, or corporate, you are someone who loves driving change in a fast-paced environment (4+ years of experience).
Data-driven and analytical in mindset. You can look at any spreadsheet and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way. Bonus points if you have SQL, coding, or programming experience.
Naturally curious. You love learning how things work and you're always looking for ways to innovate. You enjoy testing different support strategies and tracking the results.
A problem solver. You embrace challenges and would stop at nothing to create solutions—whether they’re hacky, short-term workarounds, or more long-term process changes.
A lover of process and optimization. You will be revolutionizing support for the UberEats community. You’re excited about the opportunity to create and experiment with support processes and are willing and able to lead others in iterating and executing them.
A brilliant communicator. You’re eloquent and able to strike the perfect tone, whether you’re explaining a new policy to customers in writing, or explaining the recommendations of a data-driven study you conducted to global stakeholders through a video conference.
Cool and calm under pressure. You have superior organizational skills, integrity, and great follow-through on tasks.
A coach to your team. You have managed people, and learn how to listen, build trust, develop and coach others to perform better.
Travel required up to 60%
MBA preferred, but not required.
Fluency in English is a must, Fluency in Ukrainian or Romanian is a plus
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.