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Community Operations Manager, Uber Eats

Community Operations, Global Community Operations in Gurgaon, India

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

 

We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

 

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer. And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.

 

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 require not only to 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 Uber Eats, India. 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 handling collaborator relationships across the larger business to set the right expectations and deliver handsomely on them.

What You’ll Do
  • Drive Community support performance using data analytics & insight generation: Be the owner of our Community Support performance metrics in the region and help drive growth by deep-diving into the numbers, performing analyses, providing insights and drawing actionable recommendations that reduce the need for the community to contact support and/ or increase the quality and the reactivity of our Community Service
  • Process improvement: Identify operational and structural weaknesses and help improve existing or develop new processes to keep the regional teams as efficient as possible
  • Program/project management: Be a hustling multi-tasker, supporting projects across the region. Be the 'go to person' for many key initiatives within Community Operations.
  • Stakeholder management: Engage strategically with varied business and customer partners - be it city function leads or vendors to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams.

What you’ll need

  • At least 4 years of operations management/general management/ consulting/ investment banking experience; High-growth operations or startup experience is strongly preferred
  • Clear communicator. You are a clear and concise communicator with the ability to synthesize a lot of information quickly, highlight the key takeaways, and disseminate actionable insights
  • Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
  • Balance attention to detail with swift execution - we need to do things quickly, and do them well. Balancing those can be challenging, and this should be a strength 
  • Explorer - the ability to self-serve, investigate and get the data we require will make you much more effective in this role. Self-starter attitude is a must
  • A high bar across the board - from your own contributions to the people you work with to the products you work on
  • Bachelors degree required and Masters degree from top university preferred
  • Exceptional problem solving skills, strong Excel / data management skills
  • SQL/ data analytics proficiency strongly preferred
  • Project management skills
About the Team

 

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.


See our Candidate Privacy Statement

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.