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Customer Strategy & Operations Manager - Jump / New Mobility, Madrid

Spanien, Madrid Uber vor 3 Jahren
English

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

 

 

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.

About the Role

Community Operations is pioneering how Uber supports riders and users around the globe. We’re looking for a “Jump/New Mobility” Manager to join the Western & Southern Europe (WSE) Community Operations team to contribute to Uber’s goal of providing world-class customer support for Jump and all the New Mobility activities.

 

The Customer Strategy & Operations Manager is responsible for ramping up and scaling out support operations across the WSE region  (mostly Southern and Western Europe - SWE -, and Germany subregions) to lead the launch and incubation of our newest lines of business and innovative products.

 

The ideal candidate is eager to be heavily integrated with the product, tools, operations, and leadership that will rely on your thought leadership to drive meaningful results.

 

What You’ll Do
  • Work cross-functionally with Ops, Marketing, Product, Engineering to improve the user experience.
  • Create an omnichannel support strategy with a focus on holistic user experience and cost. Maintain consistency of operational efficiency and customer experience through every channel (in-person, in-app, phone, etc.)
  • Collect and report on country performance data, with a particular emphasis on trend identification and actionable insights
  • Scale support in an innovative way at a company that’s changing constantly to provide world-class support to our community of users
  • Manage the creation of a great, easy to understand help content to make it easy for users to find correct information in the right place at the right time.
  • Make support more efficient through creating new efficient, user-centric support processes from scratch and optimizing current ones based on data.
  • Transform our current systems and interactions into something that drives immense value and insights for the company
  • Be a passionate advocate for riders and drivers while answering any questions that come your way.
  • Listen attentively to the voice of Uber’s community and provide feedback to the rest of the company

Who you are

  • A lover of process and optimization. You will be completely transforming customer interactions for the Uber community. You're excited about the opportunity to create and experiment with processes and modalities, and are willing and able to lead others utilizing them.
  • A good communicator and stakeholder manager. you are able to strike the right tone and are a great stakeholder manager across the business both locally as international
  • 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.
  • Incredibly empathetic and understanding of both riders and driver partners situations alike. You will be an excellent advocate for Uber's users within the business and are passionate about improving the customer experience.
  • Collected and calm under pressure. You have superb organizational skills, integrity, and great follow-through on tasks.
  • Open and 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.

What You’ll Need

  • Minimum 3 years of experience in Operations and/or Project Management
  • Proven track record of excellent project and stakeholders management experience with demonstrated ability to effectively manage programs, projects, and key transformations initiatives
  • Prior professional experience with program/project management, optimization and processes.
  • High Emotional IQ to expertly manage relationships with partners, influencers, and co-workers, including from remote
  • Data-driven decision mentality and sound business judgment through strong analytical thinking
  • Strong planning and organizational skills; attention to detail
  • Strong communication skills
  • Fluency in English required
  • MBA or engineering/business graduate degree preferred
  • Travel across SWE and Germany will be required 
About the Team

Community Operations (CommOps) is pioneering how Uber interacts with customers around the globe. We’re looking for a Western & Southern Europe (WSE) CommOps Program Manager, part of the Regional Strategy & Planning Team, to contribute to Uber’s goal of providing a world-class customer experience in one of our fastest growing and most dynamic regions globally.