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CommOps Manager - Safety

Community Operations
in Gurgaon, India

About the Role

As part of the India SA Community Operations team you will be responsible for leading multiple projects and programs to improve rider & driver experience, deliver high quality support working closely with global network team and BPO partners and ideate & deliver on new initiatives.

What You'll Do

You will interact closely with the Central Community Operations, Centre of Excellence, Regional Trust and Safety, and City Driver and Rider Operations teams to design and operationalise strategic projects focussed on either improving the customer support experience or increasing efficiency of our support processes.

Your areas of focus will include:

  • Program/project management: Be a hustling multi-tasker, supporting community operations across the region. You'll be THE go to person for many key initiatives, not just for Community Operations, but across key teams within the organization such as Trust and Safety, Legal, Corporate Communications, Marketing, CRM and Central Operations.
  • Strategic projects: Build out proposals, launch and stabilize projects/programs for the leadership team's view such as launch of new modalities, proactive support etc. Drive strategic projects such as process improvement initiatives, segmentation, cost optimization, network optimization etc.
  • Process improvement: Identify operational and structural weaknesses and help improve existing or develop new processes to keep the regional teams as efficient as possible.
  • Scale: Build, maintain, and communicate detailed reporting models to assist community operations expansion efforts, and make data driven decision.
  • Build relationships: Interface with other functional areas (Engineering, Business Development, People Operations, Product, Legal, Finance etc.) to ensure we are bringing all available tools to bear on our toughest problems.
  • Lead by example: Be incredibly truth-seeking with data, set a high bar for the team to think boldly and creatively and then to funnel that energy into concrete processes and execution plans, move fast, be biased toward action

What You'll Need

  • Bachelor's Degree/MBA or equivalent experience from Tier 1 institution;
  • 7 years plus of consulting and/or high growth startup experience
  • Experience managing multiple stakeholders across regions and teams
  • Demonstrated team management capability of mid-size team
  • You're a self starter. You're ready for the autonomy that comes with building a new team within Uber with minimal oversight
  • You're an analytical problem-solver. You quickly identify key metrics of success, digest complex data sets, and build data-driven action plans to respond to market conditions
  • Strong written & oral communication and comfortable dealing with senior leadership

About the Team

Community Operations is pioneering how Uber manages customer and partner support around the globe. The team you will join has one mission: make Customer and Partner Experience our #1 competitive advantage without compromising financial sustainability. You and your team will champion this mission every day until there are no doubts it's a reality.

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.