About the Team
Community Operations is the heart and soul of our #BuildWithHeart approach. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that we come up with - it's an organization that touches every part of Uber!
About the Role
Driver-partners are our most important customers, and we strive to provide an outstanding experience for them across every support interaction.
Support plays a critical role throughout a driver-partner's journey-from onboarding and activation, to daily operations, issue resolution, and engagement. Whether it's through in-app help, phone support, automations or in-person interactions, support acts as a constant and reliable touchpoint that empowers drivers to succeed on the platform. It not only resolves issues but also builds trust, enhances platform understanding, and helps create a sense of community.
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By delivering timely, empathetic, and effective support, we ensure that driver-partners feel valued, heard, and set up for success-ultimately strengthening their connection with Uber.
You will wear multiple hats-leading large-scale programs focused on onboarding and support experience of drivers while also managing in-person support (Greenlight Hub) operations.
A major part of your role will involve developing and executing strategic programs that elevate the end-to-end driver-partner support journey across channels-in-app, phone, Greenlight, and automations. You will design delightful and seamless experiences, driving measurable improvements in key metrics like defect rates, contact rates, overall satisfaction and cringe experiences.
At the same time, you will oversee the day-to-day management of Greenlight Hub operations, handle phone support operations for low cost product drivers, leading and mentoring a team of Greenlight Specialists and Experts to provide top-tier customer support. Your team will not only solve immediate issues but also work proactively to identify root causes, implement solutions, and strengthen the Uber brand's connection with the driver community.
You will work together with many cross-functional teams to make sure support is meeting their market's needs in terms of onboarding, driver engagement, and any other needs.
Your Impact in Role
- Strategic program leadership. Lead large-scale, high-impact programs focused on improving the driver-partner experience across India
- Roadmap development: Build and manage the strategic program roadmap, aligning initiatives with business goals and market needs
- Cross-functional collaboration: Work closely with internal teams to ensure seamless execution of programs and stakeholder alignment
- Impact measurement: Track key performance metrics and publish results to showcase program success and drive continuous improvement
- Team Management: Lead a multi-city team of Program specialists and GL experts to build 'Uber Brand' experience
- Operation Ownership: Continuously raise the bar of our support operations to drive efficiency and support quality. Strengthen performance through process development and innovation
- Drive Culture: Make the CX phenomenal places to work by developing employee engagement action plans
The Experience You'll Bring
---- Basic Qualifications ----
- Work Experience: At least 5 years of meaningful experience in Retail or Service Operations in Business-to-consumer organizations
- Team Management: Proven capability of managing mid-size teams
- Ownership: You're a self-starter. You're ready for the autonomy that comes with building new programs within Uber with minimal oversight
---- Preferred Qualifications ----
- Analytical Skills: You're an analytical problem-solver. You quickly identify key metrics of success, digest complex data sets, and build data-driven action plans to respond to market conditions
- Communication: You're word-savvy and an excellent communicator. You're eloquent and able to strike the perfect tone, whether you're responding to inquiries or explaining a new policy. Fluent in English, knowledge of any major regional language (West India) is a plus.
- Perseverance: You stay poised and calm. You follow through on tasks and view challenges as opportunities. You're process-oriented. You have outstanding interpersonal skills and constantly look to keep improving systems
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
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.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.