Head of Customer Experience, Community Operations (Taiwan & Hong Kong)
UberTaibeiUpdate time: September 10,2019
Job Description
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.
About the Role
At Uber, support is more than just answering questions. It’s about using the information customers give us as insights to help Uber grow. Moreover, providing amazing support that establishes trust within our community—riders, driver partners, Uber Eats customers,delivery partners and restaurant partners—is at the centre of the Uber customer experience. We’re obsessed about providing the highest quality service, in the smartest way. And for Uber to continue its growth and success, we need to be able to not only improve but also scale our fast-growing support operations.
We’re looking for a head of our CommOps community experience to build, operate, scale and improve Community Operations for. This role comes with a heavy focus on solving problems through data analytics and leading teams to deliver stellar outcomes and continuous process improvement, mitigating risks associated with operating in a regulated environment, 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 handsomely on them.
What You’ll Do
- Be a passionate advocate for all members of Uber’s community and listen attentively to their feedback so we can positively influence how we interact with them, and provide actionable insight to the rest of the company that directly impacts how Uber works.
- Deliver stellar operations outcomes according to agreed service level agreements: ensuring our local support sites in Taiwan and Hong Kong achieve the best customer outcomes for the most complex and difficult support issues our businesses encounter, especially in the face of any regulatory requirements, and ensuring our site operates as efficiently as possible while maintaining the highest level of quality.
- Building new lines of business: As our support operations expand and we take on new modalities and new customer segments, you'll be taking the lead in translating ideas on a page into reality: operationalising new lines of business, which involves standing up a team, enacting new workflows and processes, fulfilling its knowledge management needs, and seeing the launch through from incubation stage to pilot to ongoing operations
- Engage strategically with stakeholders, be it mega-regional general managers and function leads to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams to improve how we move cities in North Asia
What You’ll Need
- Experience: Prior PMO experience, program or project management experience. Has built or lead project management teams, ideally with familiarity with customer support operations. Strong team manager and people
- Remote management: Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
- Project management: Ability to coordinate multiple projects across multiple business units at any one time
- Experience with optimisation, processes, systematic organisation, program/project management; experience working in a support organisation or for organisations known for stellar customer support is a plus but not necessary
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Demonstrated Data/Analytics experience; Excel proficiency
Exceptional writing and verbal communication skills - This role covers our fast growing region Taiwan and Hong Kong
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