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:
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:
* 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
* 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).
* 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.
* 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
As a process design expert you will:
As a business transformation leader, you will:
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