Site Lead, Center of Excellence

Uber Overview

About Uber

We're changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we're a part of the logistical fabric of more than 600 cities around the world. Whether it's a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

And that's just what we're doing today. We're thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we're in for the long haul. We're reimagining how people and things move from one place to the next.

Job Description

About the Role

This role oversees the operations of the Hyderabad Center of excellence. This includes running the site facilities, providing business direction, delivering expected business results to the stakeholders, managing a very large team and maintaining the site P&L

What You'll Do / What You'll Need / Bonus Points / About the Team

What You'll Do

Business leadership:

A site lead is primarily a business leader overseeing the activities that the Center of Excellence performs. Specific responsibilities in this area include

  • Be a strong onsite leader for 500+ workforce working across multiple lines of business servicing various geographies
  • Defining the strategy of work mix the site will have
  • Be a loud advocate with the rest of the company on what the site can do and forge new partnerships with various teams that need a problem to be sovled that a COE can solve better and cheaper
  • Working with stakeholders to set goals and plan glide paths to meet them
  • Keep all goals in green all the time
  • Train the team to identify patterns and insights as they interact with customers and funnel it back to the right teams for action
  • Be passionate about customer support and not hesitate to pick up the phone and talk to the customer if needed
  • Be a strong person to forge lasting relationships with stakeholders and all key leaders at Uber, locally and globally
  • Deliver very complex projects involving improving processes within tight deadlines. Train the team to do the same
  • Meet SLAs, and all customer support metrics like efficiency, quality and customer satisfaction. Have the ability to deepdive to identify blockers and have the influence to clear them for the team

Administrative leadership:

  • Build and manage site budget keeping costs competitive
  • Manage the facilities in compliance with local labor laws
  • Be prepared and comply with all site audits from time to time
  • Work on various initiatives to improve employee satisfaction around premises and food benefits

People leadership:

  • Manage a 500 member team in a way that the team is excited to come to work and deliver results that are better than expectations
  • Create a strong and fun culture that reflects the passion with which Uber works with the riders and driver partners
  • Lead by example, not afraid to get hands dirty and pick up calls and respond to emails demonstrating subject matter expertise and also to get a pulse check of what else can be done to improve the end customer experience

What You'll Need

  • Degree from top tier business school or 10+ years of experience with at least 2 years of experience in a leadership role
  • 5+ years of people management experience with at least 1 year experience of managing 100+ people rolling up to you
  • Have experience managing managers
  • Have experience working with very senior leadership locally and globally
  • Be data oriented/analytical having an ability to arrive at decisions backed with strong data
  • Have high EQ with a passion to build people's careers and mentor them through their growth trajectories

About the Team

Community Operations is pioneering how Uber manages rider and driver support around the globe during our most critical incidents and provides world class support.

See Inside the Office of Uber

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