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Organizational Excellence Manager

Strategy & Program Operations, Community Operations
Mabalacat, Philippines |
Taguig City, Philippines |
Hyderabad, India |
Visakhapatnam, India

ABOUT UBER

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 10,000 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

Job Definition

  • Lead the Organizational Excellence team: Lead in supporting the APAC COE
  • Leadership team in achieving client and employee satisfaction, optimal results on efficiency metrics while earning maximum potential in performance through sustainable and repeatable process improvement strategies.
  • Drive projects: Lead, monitor, participate, and document process improvement projects to drive better performance and profitability--partner with the Leadership Team to identify efficiency and cost savings projects to achieve strategic objectives. Ensure high-impact projects targeting financial gains are regularly in place.
    Consultation and Direction: Provide both consultations, coaching, and direction to Operations leads, Departmental leads, and Business analysts to reach the internal and external goals via technical methodologies (i.e., Six Sigma, Lean Sigma, COPC, Change Management, Project Management, etc.). Empower, counsel, and constructively deal with people from different job functions and levels.

JOB SCOPE

  • Drive solutions: Develops innovative solutions that improve COE's performance and uses cost-benefit analyses in decision-making for the short and long term.
  • Coordinate initiatives: Creates, implements, and governs new processes for specific functions, providing visibility to the achievements and performance across all function.
  • Implementation of standards: Ensures end-to-end implementation of solutions according to high-performance benchmarks and standards.

What You'll Do?

  • Impact and efficiency: Lead the coordination with other Community Operations team members to measure new products and business processes' impact and efficiency.
  • Reporting: Facilitate the building and maintenance of detailed models/dashboards for city-level, regional, and global reporting.
  • Framework: Conceptualize and develop analytical frameworks to support the company in new markets and products.
  • Opportunities: Identify operational weaknesses and help improve or innovate new processes to keep support teams as efficient as possible.
  • Project efficiency: Lead and coordinate with multiple teams for regional and site level projects to be able to handle, support, and secure on-time project completion, which deals with quality and service improvements, creating and improving capabilities, data analytics, migrations, people initiatives, reporting improvements, process standardization as well as keeping track of plans, quality, and timelines for such activities.
  • Planning: Provide estimated work efforts, identify project achievements, and handle vital resources accordingly while driving adherence and compliance with deliverables assigned to projects on a timely manner.
  • Progress checks: Track progress, understand dependencies, communicate status to upper management and project stakeholders, and facilitate and coordinate schedules for meeting either locally or across sites.
  • Partner with business leaders: Proactively work to remove obstacles and enable forward momentum and progress. Handle partner concerns and provide support to teams balancing complicated priorities.
  • Deploy analytics expertise: You will also need analytical skills to solve problems that may come up during a typical workday and transform the organization from a focus on conventional detection and containment to focused on best-in-class prevention.
  • Manage Lean Six Sigma strategy: Facilitate continuous production of products and initiatives consistent with established industry standards, government regulations, and customer requirements.
  • Execute optimal usage of BPS: Drive thorough metrics related to the Balanced Scorecard to evaluate performance and drive a reduction in variability/defects in critical business processes.
  • Provide a leadership role: You must be capable of leading the organization on a continuous journey of sustained improvement. Support ongoing improvement efforts to meet and exceed customer requirements in a fast-paced environment.

What You'll Need?

  • Experience: At least (10) years of overall experience in Service Delivery operations, analytics, training/quality, and project management.
  • Leadership: You have at least (5) years of people management experience
  • Skills: You possess robust Reporting and Operational skills, business insights, and critical thinking ability, including finding trends from data and driving business recommendations.
  • Project management: You are excellent at communication and possess solid project management skills.
  • Tools expertise: You have substantial experience in various systems such as Tableau and/or Excel/Sheets.
  • Organization: You have a proven track record on being organized and detailed in the completion of tasks.
  • Motivational: You have strong interpersonal skills and the ability to influence and empower people at all levels across a wide variety of job functions.
  • Comms: You possess excellent written and verbal communication skills.
  • Strategic thinking: You have analytical success and the capacity for developing / understanding strategy.
  • Project experience: You have hands-on experience executing an initiative from start to finish. Achieves project goals while handling scope, time, quality, and risk. Learns from failures as well as successes.
  • Organizational skills: Excellent organizational skills to juggle many tasks without losing sight of the highest priority items. Ability to stay focused under pressure, prioritize, and handle and/or support multiple projects simultaneously in a fast-paced environment.
  • Quick to learn: Ability to understand complex concepts and work across multiple functions and teams. Demonstrate initiative, persistence, ability to provide solutions, and passion for learning new skills.

CERTIFICATIONS:

  • Lean Six Sigma: Black or Green Belt highly preferred
  • COPC Certification
  • PMP Certification

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 10,000 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.


See our Candidate Privacy Statement>

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, Veteran Status, or any other characteristic protected by law.