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Process Design Manager (Cairo, Krakow, Lisbon, Limerick)

Community Operations
Limerick, Ireland |
Krakow, Poland |
Cairo, Egypt |
Lisbon, Portugal

About the Role

Center of Excellences (COEs) are the beating heart of Uber's Community operations network. They are designed to provide Customer support via multiple channels such as email, phone, live chat and social media in order to guarantee a seamless experience before, during and after the ride/meal delivery. Their role is also to further improve product and operations, especially in the domain of support:

  • Launching support for new products
  • Improving existing support processes
  • Developing innovative support techniques
  • Providing business insights based on support interactions

As our COEs matured, their focus has been increasingly shifting from traditional support (tickets, phone, chat) to beyond support programs such as inside sales, business development (Uber for Business) and Freight.

In this context, we are looking for a Process Design Manager that will lead the design and operationalisation of these new activities within our support centers in collaboration with Central Incubation, Sales , Freight and Ops enablement Teams

WHAT YOU WILL DO

Work in close proximity with multiple teams such as Central Incubation, Restaurant Sales and Freight to design and implement these new lines of business (LOBs) within our Centres of Excellence. You will specifically address the following dimensions:

  • Governance:
    • Determine the roles and responsibilities of the stakeholders that are part of the LOB's extended ecosystem.
    • Define the interaction model between the LOB Managers and the stakeholders identified above
    • Build the right infrastructure to enable best practice sharing among similar LOBs across EMEA
  • Organisation Structure
* Determine the most appropriate organisation structure for the new LOBs
* Define management Ratios for the line of business through a combination of internal and external benchmarking
* Establish a clear career path for the frontline agents in collaboration with HR and COE S&P
  • Enablement:
* Liaise with WFM to establish due processes for the team (Capacity and Demand Planning)
* Ensure that the LOB is benefitting from relevant training material (new hire training and continuous learning)
* Ensure that robust control process are in place to asses Agent Quality
* Ensure that frontline teams are empowered through the right Content, Policies, procedures and other decision support systems.
* Ensure that the LOB is properly supported from an analytical perspective (access to data and operational dashboards).
  • Agent Success
* Determine the skills and competencies required from the part of agents
* Define the processes that the frontline teams will need to follow while executing their work.
* Create and implement control mechanisms to ensure that recommended processes are properly adhered to.
  • Performance Management:
* Define what strong performance looks like for the line of business at each point in its growth cycle. 
* Build processes and tools to guarantee that performance is properly tracked and challenged
* Assess relevance of incentivising agents (variable pay) to drive higher performance
* Work with Sales Ops, Program Teams, HR and COE S&P to define the variable compensation schemes

HOW YOU'LL DO IT

As a process design expert you will:

  • Make recommendations and decisions based data as well as consultation with COE management, Program Teams and subject Matter experts.
  • Thrive to build scalable designs, that are inherently Lean and compliant with Regional and Global Community Operations guidelines
  • Rely heavily on Benchmark and Best practice to distill best in class solutions.
  • Develop and execute multi-track plans with many dependencies quickly and with flawless accuracy; this will be a mix of managing others through influence and getting your hands dirty.

As a business transformation leader, you will:

  • Work seamlessly in a complex, matrix based environment
  • Collaborate with a wide range of stakeholders both functional and central (Program Leaders, Finance, HR, Recruiting, Quality Control Managers etc.)
  • Drive change at the right pace while safeguarding people and operations.

YOUR QUALIFICATIONS

Basic Qualifications

  • Bachelor's Degree in Engineering or Science-based subject
  • 6+ Years of proven management experience in either Business Consulting, Business Transformation (in customer support sphere), Industrial Manufacturing, Production, or Supply Chain.
  • Proven lean or six sigma experience in operational, process, and performance improvement projects including process mapping and process redesign
  • Ability to navigate at both strategic and operational levels. Credible and impactful with Business stakeholders, Operational Managers and frontline staff.
  • Willingness to travel around 20% of the time (1 day per week) around Europe as required.
  • Proven experience across the full project lifecycle - analysis and design as well as implementation
  • Recognised as a top performer versus peers in his/her career to date
  • Passion for Uber and motivation to progress and build a career with the company
  • Strong verbal and written communication skills
  • Highly analytical and comfortable with large analyses. Able to quickly distill down complex operating models and identify where the value and opportunity is.

Preferred Qualifications

  • Experience and proficiency with hypothesis-led problem solving
  • Exceptionally high standards. Able to overcome adversity/resistance to change and influence others to drive the highest results
  • Entrepreneurial and action oriented with 'roll up the sleeves' attitude. Thrive in a fast paced, challenging and deadline-driven environment
  • Significant leadership potential
  • Flawless personal integrity and character
  • Excellent fit with each of Uber's principles

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.