About the Role
Build, operate, scale and improve Community Operations with a heavy focus on solving problems through data analytics and leading teams to deliver stellar outcomes. Continuous process improvement, 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 on them.
Your Impact In Role
- Operations Management: Manage a group of our Community Specialist Teams and be responsible for all the operational goals of the safety LOB. Present performance results regularly and identify opportunities for improvement.
- Process improvement: Identify operational and structural weaknesses and help improve existing or develop new processes and driving high compliance
- Program/project management: Be a multi-tasker, supporting projects across the LOB and you'll be the go to person for many key initiatives within the COE
- Problem Solving: Have a knack for solving problems and dealing with with issues in a structured and calm way
- Decision making: Apply existing processes and policies and make decisions based on these guidelines as the Hong Kong Safety Team Lead. When the guidelines are not clear, engaging stakeholders to align on creating one for future use.
- Stakeholder management: Engage strategically with stakeholders, be it city function leads or vendors to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams.
- People Management: Be a great people manager, coaching and developing the CSTs while building a solid team culture.
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Working Hours
- Shift work either 8AM - 5PM, 10AM - 7PM or 2PM - 11PM (based on business needs)
- Total 40 hours a week, 5 days, 8 working hours every day
- Willingness to work during public holidays, rotating shifts, rotating weekend offs
What You'll Bring
- Customer support operations experience
- People management experience
Preferred Qualifications
- Exceptional problem solving skills, strong Excel / data management skills
- Project management skills
- English and Cantonese
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.
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.
*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.