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 and delivery 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 Community Operations Manager to build, operate, scale and improve the Safety Support Program for Japan. This role comes with a heavy focus on solving problems through data and leading teams to deliver stellar outcomes and continuous process improvement, mitigating risks associated with operating in a safety-conscious 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.
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Your Impact In Role
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 support sites across Japan achieve the best customer outcomes for the most complex and difficult support issues our businesses encounter, especially in the face of new 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 Japan.
The Experience You'll Bring
- Proven experience: whether it be in a start up, bank, consultancy, or corporate, you are someone who loves driving change in a fast-paced environment
- Experience with optimisation, processes, systematic organization, program/project management; experience working in a support organization or for organizations known for stellar customer support is a plus but not necessary
- Demonstrated Data/Analytics experience; Excel proficiency
- Exceptional writing and verbal communication skills in English (Perferred for Japanese too, but not mandatory)
Basic Qualifications
- Program management
- Product management
- Data analytics
Preferred Qualifications
- Customer experience
- Operational excellence
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.