Snr Community Operations Manager - Voronezh

Job Description

SENIOR COMMUNITY OPERATIONS MANAGER, VORONEZH

At Uber, providing amazing support that establishes trust for riders and driver partners—our community—is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way.

We're looking for a Senior Community Operations Manager to develop and lead support efforts for our growing Community Operartions team in Russia. Community Operations is pioneering how Uber manages rider and driver partner support around the globe. This role will have a heavy focus on people management, leading leaders, data analytics, and process continuous improvement. Those interested should be excited to demonstrate these skills and be eager to lead.

WHO YOU ARE

  • A lover of process and optimization. You will be revolutionizing support for the Uber community. You're excited about the opportunity to create and experiment with support processes, and are willing and able to lead others utilizing them.
  • Data-driven and analytical in mindset. You can look at any spreadsheet and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way. You can manipulate an Excel sheet like nobody's business. Bonus points if you have SQL, coding, or programming experience.
  • Incredibly empathetic and understanding of both riders and driver partners alike. You will be a powerful advocate for Uber's users and are obsessed with the community experience.
  • A leader, you can manage , inspire and grow a team of support agents
  • Cool and calm under pressure. You have superior organizational skills, integrity, and great follow-through on tasks.
  • Naturally curious. You love learning how things work and you're always looking for ways to innovate. You enjoy testing different support strategies and tracking the results.
  • Word-savvy. You're eloquent and able to strike the perfect tone, whether you're explaining a new policy to riders or drivers, explaining the importance of certain complicated metrics, or responding to support issues over email.

WHAT YOU'LL DO

You'll be tasked with scaling support in an innovative way at a company that's growing like crazy and changing constantly. You're prepared to:

  • Help lead a team of front-line support representatives to provide world-class support to our community of users.
  • Be a passionate advocate for all riders and driver partners and confidently answer any questions that come your way in a high stress, fast moving environment
  • Listen attentively to the voice of Uber's community and provide feedback to the rest of the company
  • Be the owner of our Community Support performance metrics:
  • Dive deep into the performance numbers, perform gap analysis and take data-driven actions to increase the quality and the reactivity of our Community Service.
  • Ensure the interface with our engineering and operation teams to improve internal tools and user experience.
  • Be in charge of leading development and improvement projects for Community Support for the Russian Market:
  • Development of new products/solutions
  • Operational excellence projects

REQUIREMENTS

  • Bachelor's degree in business, economics, finance or any science related fields.
  • Prior professional experience with optimization, processes, systematic organization, program/project management.
  • Experience in Customer Support
  • Demonstrated Data/Analytics experience; Excel and ideally SQL proficiency.
  • Exceptional writing and verbal communication skills
  • Russian and English fluency is a must (written and verbal)
  • Experience in service industry, manufacturing or distribution in a high volume and extremely fast paced environment - preferred but not required
  • Consultancy or Investment Banking background preferred, but not required.

Perks

  • Employees are given Uber credits every month
  • The rare opportunity to change the way the world moves. We're not just another social web app, we're moving real people and assets and reinventing transportation and logistics globally.
  • Smart, engaged co-workers.

Benefits

  • 401(k) plan, gym reimbursement, eight paid company holidays.
  • Full medical/dental/vision package to fit your needs.
  • Unlimited vacation policy; work hard and take time when you need it.

Uber is an equal opportunity employer and enthusiastically encourages people from a wide variety of backgrounds and experiences to apply. Uber does not discriminate on the basis of race, color, religion, sex (including pregnancy), gender, national origin, citizenship, age, mental or physical disability, veteran status, marital status, sexual orientation or any other basis prohibited by law.


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