About the Role
Community Operations is the organization that leads in designing and improving the customer experience of all our customers (riders, drivers, and fleet partners). The scope of this role covers the Iberia region, which includes Spain and Portugal.
As an integral part of the wider EMEA Mobility organization, you will be the regional nexus for Community Operations. You will be the region's champion, advocating passionately on behalf of our customers with global teams. You will lead the charge in adopting cutting-edge global practices, simplifying processes, and harmonizing operations. When faced with unique challenges, you will craft bespoke solutions and navigate any constraints you may encounter. You will cultivate robust relationships with key stakeholders, including local and regional Business/Operations teams (Driver Growth, Marketplace, Marketing teams, etc.) and the EMEA Community Operations teams. Your actions will drive tangible business impact, optimizing support costs, streamlining support ticket inflow rates, supercharging automation, and elevating customer satisfaction.
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What you'll do
- Own the customer experience and operational excellence in the region, taking on a holistic view of the end-to-end customer support journey
- Support the growth of Uber in the region by improving and building processes that are needed to scale the business
- Pilot and own cross-functional strategic initiatives that transform our customer operations and improve the level of service we provide
- Be the voice of our customers within the organization, engaging strategically with stakeholders to surface insights and improve the overall customer experience
- Be the owner of our customer support performance metrics
- Draw actionable recommendations that help drive growth, by diving deep into the numbers, findings, and insights, and making data-driven decisions and process improvements
Basic Qualifications
- 5+ years of experience: Whether it be in a startup, scaleup, bank, consultancy, operations, or corporate, you are someone who loves driving change in a fast-paced environment
- Fluency in Spanish and English required
- Self-starter: You can structure a project from scratch, understanding the challenges and opportunities with limited leadership support
- A lover of process and optimization: You are excited about the opportunity to create new processes and implement them across the support organization in a consistent and organized manner
- A bias for action and problem-solving skills: You embrace challenges and take ownership to create solutions-whether they're short-term workarounds or long-term process changes
- Data-driven and analytical in mindset: You can look at spreadsheets and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way
- Strategic thinking: You challenge the status quo, always interrogate the outcomes, and ask 'why', and 'so what' to understand the root cause or the opportunities a situation might present
- A strong communicator and experienced in stakeholder management: You are a team-player and will onboard everyone around you to achieve phenomenal results as a team
Preferred Qualifications
- Customer Operations background
- SQL, coding, or programming knowledge
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.