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
Uber COEs are contact management centers dedicated to providing exceptional customer support to riders and drivers. Uber relies on them to provide support for our community's toughest issue types, handle escalations from our tens of thousands of business processing outsourcing (BPO) agents, and provide an environment to pilot support for new products or test new support modalities or processes.
This will be a senior managerial role with a heavy focus on people management, operations delivery, operational excellence, and stakeholder management. Those interested should be excited to demonstrate those skills and be eager to lead a team of equally passionate people.
What You’ll Do
Operations delivery: You are responsible for the COE KPI’s delivery. To accomplish that and meet the ongoing challenges you need to lead, motivate, and develop high performing teams within a time-sensitive and demanding environment.
People leadership & management: This is a large people management role and you will be a leader of an organization of 500+ team members that cover from senior managers to front line colleagues. You will strengthen our culture leading by example and being accountable for the functional alignment, delivery, and integrity of your teams.
Stakeholder management: You will interact and collaborate with high level leads from the different regions through LatAm, 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.
Customer experience: You own the customer experience through COE resolution channels. Support incidents need to be resolved properly, achieving overall satisfaction of the customers along with compliance to our quality programs.
Process management and operational excellence: You are responsible to drive continuous process improvement to deliver a world-class experience every time, all the time. You will build and manage an organization that operates with reliable operating standards.
What You’ll Need
A minimum of 10 years of relevant work experience is expected, but we will consider candidates with less experience if they meet our other requirements. Note that this is a key leadership role, so proven experience in people management is critical.
MBA or post-graduate degree
Work experience in a fast-paced business environment a plus
About the team
The Centers of Excellence are the heart of Uber online support operations. It's where we strive to give a great customer service experience for all of our users: drivers, riders, restaurants, courriers, eaters and big companies using Uber as a corporate service.
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.