#GreatMindsDon'tThinkAlike At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.
About The Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. 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 Uber comes up with - it's an organisation that touches every part of Uber!
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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 Taiwan 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.
The Experience You'll Bring:
- Bachelor's degree
- 3 to 5 years of customer support operations experience
- 1 year of people management experience
- Exceptional problem solving skills, strong Excel / data management skills
- Project management skills
- English and Mandarin Chinese
- Experience in a contact center as an associate with phone support experience
- Able to establish trust and effective working collaborations
- Ability to leverage multiple resources to advise and support critical decisions
- Stable internet connection at home
- Working space at home to make sensitive and confidential calls
Schedule
- Rotation between:
- 5pm to 2am
- 8pm to 5am
- 12mn to 9am
- (Full remote, option to office access as well)
Working days: 5 days a week (including weekends and/or public holidays) with 2 days rotational week off
Required to report to the office once a quarter for team day. If you are living outside of the Taipei area and travel requires overnight stay, Uber will cover hotel costs only.
Training
The first 5-6 weeks of your employment will be onsite and will be performed during regular hours (10am to 7pm) to be able to work with your trainers, teammates and team leads more closely. This will include 3 weeks of training, and 2 weeks of nesting with 1 week extended nesting if necessary.
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.