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Lead, Core Support - Rides

Community Operations
in Gurgaon, India

About the Role

We are seeking a passionate, deeply analytical, collaborative, innovative and results oriented leader to take on the role of Lead, Core Support for Community Operations, India S.A. In this role, you will be focused on scaling support in an innovative and cost effective way by leveraging next generation technologies to build a sustainable support model that delivers world-class customer experiences.

At Uber, providing world-class customer support to riders and driver partners is a core feature of our product experience. Delivering this caliber of support isn't easy - it takes managers who can understand Uber's operations, adapt to our constantly changing business, and help solve problems where no solution currently exists.

At cornerstone for this is understanding the root cause for the issues riders and drivers face and providing insights to our customer obsession, operations and product teams to continuously improve the system. Your mission is to deliver a world class experience for every interaction we have and doing this in the most efficient and lean way possible for all our riders and driver partners.

You also need to ensure that your team and you provide meaningful insights to operations and product. You would be required to project manage these impactful initiatives that would improve the platform experience.

Who you are

  • A driven and passionate leader with a strong bias for action. You are a self starter with the ability to take initiative in a constantly-changing work environment and set the pace for delivering multiple projects.
  • A strategic thinker who can think through the next phase of discontinuous improvements for core support
  • A strong problem solver who has the ability to break down problems into steps that will drive inputs into product development
  • A structured and analytical thinker who can help advance the thinking on automation and other new age technologies using a data backed approach
  • A trusted partner to operations, CommOps HQ/APAC Central team, product and engineering teams having the ability to rally support around key business asks
  • You have a bold and optimistic personality and passion for learning
  • You stay poised and calm under changes and tight timelines. You follow through on tasks and view challenges as opportunities

What You'll Do

  • Manage a strong team of program managers in core support
  • Own the core support strategy, cost, budget and contact rate targets for the region including automation and continuous improvement initiatives
  • Create and maintain logic for supporting riders and drivers when an issue arises
  • Surface and advocate for key insights for improving customer experience and also identify what improvements can be made in the app and support/help centre to ensure that drivers and riders are not facing problems
  • Work collaboratively with Community Operations' Customer Obsession team, CommOps HQ, APAC central team, engineering, data science etc. on adoption of new age technologies
  • Identify top issues leading to defects for both rider and driver and provide insights to central operations stakeholders that will help them to execute projects and experiments to reduce these defects

What You'll Need

  • Graduate: Bachelor's Degree or equivalent experience. MBA or relevant graduate degree from a top school preferred
  • Work Experience: At least 6+ years including 2+ of team leadership experience
  • Demonstrated business lead with at least 6+ years of deep, hands-on management of functions that includes combinations of the following: support, operations, product operations, business analytics, automation and project management. Ability to unite people from different backgrounds to accomplish a visionary goal or drive a new change
  • Good knowledge of next generation customer experience technology, practices and processes
  • Demonstrated background in solving complex customer problems
  • You'll need to collaborate in a matrix organisation to deliver yourself but also help other teams deliver
  • Communicate efficiently (both oral and written) among large group of stakeholders across different regions and levels
  • You'll need to execute various projects with cross-functional ownership across regions and teams. Requires flexibility and gumption to work with stakeholders in different time zones and bring projects to completion

Bonus Points If

  • Prior experience working with support automation technologies
  • Prior experience working on global projects

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.

As ears and eyes for Uber, we are responsible for providing empathetic support to riders and drivers, while working with the operations teams to continually provide insights and continuously improve the experience.

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.