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Advanced Customer Support, Project Manager

Community Operations en Sao Paulo, Brazil

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

 

The Project Manager for our Advanced Customer Support Program will led our most sensitive support initiatives regarding Uber Account Security, Social Media, and accessibility.

You’ll be responsible for developing and executing on strategies to improve performance and productivity, as well as set goals to track success, all while consistently meeting customer expectations.

What You’ll Do

 

  • Develop deep subject matter expertise in fraud and use this position to review and optimize process, performance, tools, and resources
  • Design, implement, and prioritize experiments in areas that need improvement, including saved replies, support logic and policies
  • Develop, maintain, and Quality Assurance content for Customer Service Representatives (CSRs) to ensure that the voice, tone, and brand of support is consistent and effective
  • Represent our lines of business and the team’s interests/needs to the Community Operations organization, including escalating resource needs to leadership and helping to prioritize alongside other teams
  • Push process and volume down to Business Process Outsourcing partners (BPOs) and lower tiers of support by incubating process within the Centers of Excellences (COEs), Uber’s contact centers, and standardizing policy to point of near-automation
  • Work closely with product teams to identify areas of fraud opportunities and design considerations to proactively manage this risk
  • Develop support program for new products / features alongside Product Support teams
  • Develop and implement a plan for international support, including staffing, training, process and translation/localization

 

What You’ll Need

 

  • Bachelor’s Degree
  • Minimum 3 years of project management experience
  • Ability to investigate and get the data required to make quick and effective decisions
  • Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
  • Create and optimize support processes; willing and able to lead others utilizing those processes
  • Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice both in Portuguese and English 

 

Bonus Points if

 

  • Experience in service-industry, customer support, manufacturing or distribution in a high-volume and extremely fast-paced environment
  • Experience in investigations and investigative case management tools
  • Knowledge of Lean, Six Sigma and Kaizen methodologies
  • SQL proficiency
  • High-growth operations or startup experience

 

About the Team

 

Community Operations is pioneering how Uber manages rider and driver partner support around the globe.

 

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