Impressed by Uber’s vision, products, and people Quentin Guena joined Uber in 2018 and has since progressed through 3 roles on our Community Operations team. Today, Quentin is Head of Safety, Identity, Risk, Payment and Enablement for EMEA’s Community Operations team. “Each role has built upon the experiences and knowledge gained from the previous one, and has allowed me to expand my perspective and work with a diverse range of teams and products,” he shares below.
Tell us a little bit about yourself.
“Originally from France, I spent the past 15 years abroad working in a number of amazing places across the globe. Along the way I am grateful to have had the opportunity to lead a large number of amazing teams, first in the hospitality industry then in the BPO industry in tech sales and later at Uber, which I have called home for the past 5 years. My latest role brought me from Cairo to Amsterdam as Head of Safety, Identity, Risk, Payment and Enablement for Uber’s EMEA Community Operations team. Relocating to Amsterdam has been amazing, moving was seamless, one of the easiest relocation experiences I ever had. I love the international environment and the quality of life in general in the Netherlands.”
Any highlights during your time at Uber?
“My journey began as a Senior Community Operations Manager for the EMEA Customer Operations team in our Krakow Center of Excellence, where I focused on managing large and diverse support teams, scaling operations for our Ride hailing app customer support. From there, I was fortunate enough to take on a variety of leadership positions across different products and activities, including Uber Eats, Uber Freight, and JUMP in Sales, Support, and Shared Services all in field operation.
In my most recent role leading our Center of Excellence in Cairo, I continued to develop and improve our support operations in our Center of Excellence, focusing on the Middle East and Africa regions. This experience led to my current role on the Community Operations team in Amsterdam, where I lead a diverse program team responsible for critical services on topics including Platform Safety, Access, Compliance, and Enablement.
The highlight of my time (hitherto) at Uber has been the opportunity to work with incredibly talented and driven individuals, many of whom are making significant contributions to Uber’s success. I have been lucky to witness how Uber has very actively helped people grow and develop, both personally and professionally, many of whom started their journey at Uber as Customer Support agents. Having played a small part in this is a huge satisfaction for me.”
Why did you join Uber?
“What initially drew me to Uber was the company’s vision to transform the way the world moves (or eats) and earns. It’s an opportunity that I knew meant my work would have a real positive impact on people’s daily lives.
Beyond the company’s vision and reputation, I was also impressed by the people and culture at Uber during my interview process. I could sense from all my interactions during the process that there was a real passion and commitment to excellence throughout the organization. This was a culture that I wanted to be a part of, and I felt confident that I could thrive in such an environment.
Overall, joining Uber was an easy decision for me and one I have certainly never regretted.”
You’ve had 3 roles and nearly 5 years at Uber. How has each move built on your career journey and how do you maintain work life balance?
“When it comes to my career journey at Uber, I’ve been fortunate to have had the opportunity to move through three different roles (moving country twice!) and develop new skills and competencies along the way, including by being able to take up multiple short term assignments and interim roles within Community Operations adding to my experience at Uber. Each role and assignment has built upon the experiences and knowledge gained from the previous one, and has allowed me to expand my perspective and work with a diverse range of teams and products.
One thing that I’ve appreciated about Uber is the focus on career mobility and professional development. The company provides at all levels ample opportunities for on-the-job learning and regular training, which has allowed me to continually grow and develop.
Of course, being part of a very fast-paced (and relatively young) company like Uber can pose challenges when it comes to maintaining work-life balance. However, I believe that work-life balance is first and foremost self-driven. It’s up to each of us to take ownership of our own balance and prioritize our time accordingly. That is possible in large part thanks to Uber’s policies and benefits that empower employees to take charge of how they organize themselves. Our hybrid work model and the ability to work from anywhere for one month a year, for example, have been instrumental in allowing me to find a balance that works for me.
Overall, I’m grateful for the opportunities that I’ve had at Uber, and for the company’s commitment to empowering me and others to grow and develop in their careers, while also maintaining a healthy work-life balance.”
What Uber value do you identify the most with and why?
“When it comes to Uber’s values, Do the right thing resonates with me the most (alongside Stand for safety, of course). This value is at the core of everything we do, and it speaks to the importance of acting with integrity and doing what’s best for our customers and communities.
For me, Do the right thing is not just a value that applies to how we work or interact with customers and partners. It also speaks to a certain level of personal standard that I try to apply to everything I do.
Ultimately, I think that our commitment as a company to “do the right thing” is a value that sets us apart. It’s a reminder that we are not just a tech platform, but a responsible member of the global community that is making an impact on people’s lives. I’m proud to work for a company that takes this value seriously, and I strive to uphold it in everything that I do.”
Any tips for someone considering a role at Uber?
“Start by looking at roles that are available and reach out to someone inside the organization. Uber has a lot of great opportunities.”
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