Global Customer Satisfaction Lead

Uber Overview

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 leaders who can understand Uber’s operations, adapt to our constantly changing business, and help solve problems where no solution currently exists.

We’re looking for an all-star leader to build and manage our global capabilities related to service quality. Community Operations takes a matrixed approach to customer support, with regional teams responsible for service delivery, and global teams providing expertise and scale to enable our collective success. This role will be responsible for building and leading our capabilities related to collecting, measuring, analyzing and syndicating metrics and insights relating to how our customers feel about the service they receive from Uber. With millions of customers seeking answers to questions about Uber, and tens of thousands of CSRs around the world helping answer those questions, it’s imperative that we have the ability to measure and improve the experience our customers our having with Uber, and the impact we are making on their future Uber business.

Job Description

What you’ll be doing:

  • Develop, implement and manage a function responsible for service quality measurement, assessment and improvement. We need to define what “quality” means in terms of accuracy, consistency and customer impact, and ensure we’re collecting the data and insights we need to help agents serve our customers well.
  • Augmenting our capabilities around collecting and using customer satisfaction data and insights, and ensuring that it becomes a driving force in agent coaching, vendor management and business improvement.
  • Determine the analytics we use to evaluate knowledge management and take a data driven approach to your work, ensuring that we have an actionable feedback loop with which we can drive continuous improvement
  • Collaborate effectively with Community Operations leadership to drive towards global content alignment and process harmonization across Uber globally
  • Promote the ROI and importance of learning to key global and regional stakeholders
  • Collaborate effectively with Community Operations leadership to drive towards global content alignment and process harmonization across Uber globally

Here are the kinds of skills we’re looking for:

  • 5+ years of experience building and leading transformational Customer Support Quality efforts.
  • Experience in consulting, technology, or similar knowledge-based field
  • Strong track record of thinking big and leading initiatives to capture, manage, and disseminate knowledge across large organizations leading to enhanced efficiency and organizational leverage
  • Deep understanding of quality metrics, and tools, as well as information architecture, data types, data structures and associated use of metadata
  • Strong analytical abilities; able to dig into complex data sets to help inform decisions
  • Successful track record of executing organization-wide programs and initiatives through collaboration across functions, geographies, and organization levels
  • Superior program management skills and the ability to coordinate the creation of custom databases and systems to manage knowledge
  • Strong written, verbal, and visual communication skills, and proven ability to influence and drive consensus at senior levels, and explain complex concepts in simple, layman’s terms
  • Relentlessly obsessed with both internal downstream customers and external Community users
  • Available for business travel both domestic and international as needed
  • Minimum of BA/BS; MBA or graduate degree in related field preferred

Perks

Perks:

  • Employees are given Uber credits every month
  • The rare opportunity to change the world such that everyone around you is using the product you built. We’re not just another social web app, we’re moving real people and assets and reinventing transportation and logistics globally
  • Sharp, motivated co-workers in a fun office environment

Benefits (U.S.):

  • 401(k) plan, gym reimbursement, ten paid company holidays
  • Full medical/dental/vision package to fit your needs
  • Unlimited vacation policy; work hard and take time when you need it

Meet Some of Uber's Employees

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