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Subject Matter Expert

Community Operations
in Hyderabad, India

About the Role

Community Operations is pioneering how Uber manages support for our community of rider and driver partner around the globe. Uber COE is a contact management center dedicated to providing world-class customer support to riders and drivers. Uber relies on the COEs to provide support for our community's toughest issues types, and provides an environment to pilot support for new products or test new support modalities or processes.

The Manual Fraud Investigation Team (GFPS) is the first of its kind support initiative which is currently aligned to serving markets in India, NorthAM, ANZ. The primary objective of this team is to identify and unban false positives from global mastermind rules and provide insights to the Risk team on both fraud intel as well as on mastermind rules with very high false positives. The team also works on manual reviews for Global Risk team as well as region-specific flagged fare reviews in order to generate insights and feedback on improving loss savings due to the rider and driver fraud. Currently, the MFI team works for Risk, Comm Ops, and Central Ops.

What You'll Do

  • Build, operate, scale and improve Community Operations with a heavy focus on solving problems and leading teams to deliver stellar outcomes. Continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience, and managing stakeholder relationships across the larger business to set the right expectations and deliver on them.
  • Operations Management: Managing day to day deliverables and reporting
  • Program/project management: Be a multi-tasker, supporting projects across the LOB and you'll be the go-to person for many key initiatives within the COE
  • Problem Solving: Have a knack for solving problems and dealing with issues in a structured and calm way

What you will need:

  • Clear communicator: You are a clear and concise communicator with the ability to synthesize a lot of information quickly, highlight the key takeaways, and disseminate actionable insights
  • Explorer: The ability to self-serve, investigate and get the data we require will make you much more effective in this role. Self-starter attitude is a must!
  • Balance attention to detail with swift execution: We need to do things quickly, and we need to do them well. Balancing those can be challenging, and this should be a strength
  • A high bar across the board: From your own contributions, to the people, you work with, to the products you work on
  • Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
  • Exceptional problem-solving skills, strong Excel/data management skills
  • Project administration skills
  • 0-1 Minimum Years of Experience with Fraud (mandatory)

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.