Community Operations, Global Community Operations in Egypt
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.
About the Role
At Uber, providing amazing support that establishes trust for riders and driver partners-our community-is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. We're looking for a Community Operations Manager to develop and lead support efforts for our new support operations center. Community Operations is pioneering how Uber manages rider and driver partner support around the globe. This will be a managerial role with a heavy focus on people management, leading leaders, data analytics, and process continuous improvement. Those interested should be excited to demonstrate these skills and be eager to lead.
What you'll do
You'll be tasked with scaling support in an innovative way at a company that's growing rapidly and changing constantly.
Help lead a team of front-line support representatives to provide world-class support to our community of users.
Be a passionate advocate for all riders and driver partners and answer any questions that come your way in a fast moving environment
Listen attentively to the voice of Uber's community and provide feedback to the rest of the company.
Be the owner of our Community Support performance metrics.
Dive deep into the performance numbers, perform gap analysis and take data--driven actions to increase the quality and the reactivity of our Community Service.
Ensure the collaboration of our engineering and operation teams to improve internal tools and user experience.
Be in charge of guiding development and improvement projects for Community Support at French and European scale including:
Development of new products/solutions.
Leading operational excellence projects.
What you'll need
A love of process and optimization. You will be revolutionizing support for the Uber community. You're excited about the opportunity to create and experiment with support processes, and are willing and able to lead others in utilizing them.
A data-driven and analytical 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. You have excellent Excel skills. Bonus points if you have SQL, coding, or programming experience.
Incredible empathy and understanding of both riders and driver partners alike. You will be an excellent advocate for Uber's users and are passionate about the community experience.
Calm under pressure. You have excellent organizational skills, integrity, and great follow-through on tasks.
Natural curiosity. 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.
Word-savviness. You're eloquent and able to strike the perfect tone, whether you're explaining a new policy to riders or drivers, explaining the importance of certain complicated metrics, or responding to support issues over email.
A bachelor's degree in business, economics, finance or any science- related fields.
Prior professional experience with optimization, processes, systematic organization, program/project management.
Demonstrated data/analytics experience; Excel and ideally SQL proficiency.
Excellent writing and verbal communication skills
Arabic fluency is a must (written and verbal)
The ability to working and communicate cross-functionally
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.