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Community Operations Manager

Community Operations
in Sao Paulo, Brazil

About the Role

We're looking for an Community Operations Manager to develop and lead support efforts for our Sao Paulo Center of Excellence (COE). Uber COEs are contact management centers dedicated to providing exceptional customer support to riders and drivers. Uber relies on the COEs 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 managerial role with a heavy focus on people management, continuous process improvement, data driven problem solving, and cross-functional collaboration. Those interested should be excited to demonstrate those skills and be eager to lead a team of equally passionate people.

What You'll Do

  • People leadership: Lead, motivate and set up career development plans, instruct Team Leads, and develop them into awesome people managers. Audit their performance and identify opportunities for additional training & development
  • Performance management: Analyze and improve the performance of your teams and provide constructive feedback to Team Leads on a consistent basis. You will be responsible for identifying trends within your team's' performance as well as overall support trends
  • Collaboration: Work cross-functionally with various supporting teams (such as Quality Assurance, Training, Workforce management and Analytics) to ensure your teams are delivering exceptional customer experiences and meeting service level requirements
  • Stay present and available for your team (2 TL2); this includes covering the floor, answering questions, hosting weekly 1-on-1 meetings, and providing real-time feedback
  • Guide enforcement of policies, including attendance, provide Senior Leadership with daily snapshots of team's performance; escalate issues to Senior Leadership as necessary
  • Act as a contact with Program Management. Identify trending issues and guide CSRs do the same in their daily work
  • Be a Subject-Matter Expert (SME) on your team's processes and policies

What You'll Need

  • A minimum of 3 years of experience is expected, but we will consider candidates with less experience if they meet our other requirements
  • Experience in a high-volume and fast moving service-industry or customer support environment, including leading large teams
  • Demonstrated ability to manage effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations
  • Professional proficiency in Portuguese and English required
  • Prior experience in leading large and diverse teams
  • Exceptional written and verbal communication skills
  • Self motivation with a deep affinity for problem solving, always challenging the status quo and never settling for how something 'has always been done'
  • Always willing to embrace something hands-on; you persevere when others fall away
  • Optimistic leadership: You have an enthusiastic attitude and are passionate about making magic for our Community. You view every support interaction as a chance to impact our riders and driver partners in a positive way

Bonus Points If you have

  • Experience in service-industry, customer support, consulting, manufacturing or distribution in a high-volume and extremely fast-paced environment

  • Knowledge of Lean, Six Sigma and Kaizen methodologies is highly advantageous

  • SQL proficiency

  • Experience leading managers

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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.