Senior Community Operations Manager, Safety

About the Role

We're looking for an exceptional Senior Community Operations Manager to lead and develop our community support operations within our Uber Centre of Excellence (COE). Reporting into the EMEA Field Ops Safety Lead, you will work with business stakeholders to deliver short and long term goals in mind, ensuring the right organisation and processes are in place. The successful candidate will be able to demonstrate their experience and industry standard processes to build and run effective, scalable support operations for Uber.

For this role, you need to be operationally focused, highly experienced in people management, be an enthusiastic problem-solver and have the ability to build positive relationship with partners. You advocate for the right ideas that will help build great experiences for our users. This will be a Leadership role with a heavy focus on people as well as performance management and operational management.

What you'll do

1. Lead, empower, and develop impactful teams within a time-sensitive and demanding environment to deliver on operational critical metrics.
2. Set up career development plans, coach Team Leads, and develop them into strong people managers. Lead 5-7 Team Leads, who will each be managing up to 10-15 individuals. These individuals are on the front line of our business, answering our community's questions and tending to their needs.
3. Identify operational weaknesses and help improve or innovate new processes to keep teams as efficient as possible
4. You'll be supporting key teams across the COE while serving as the go to person for many key initiatives and updates;
5. Dive deep into the numbers and make data-driven decisions and process improvements. Be responsible for identifying trends within your team's performance as well as overall support trends.
6. Drive continuous process improvement to deliver a premier experience every time, all the time. Empower the team members to see opportunities to improve Uber's processes, policies, or app functionality with the aim of creating a better user experience for our customers.
7. Be a passionate advocate for all Uber partners & customers and confidently answer any questions that come your way in a high stress, dynamic environment.

Basic Qualifications

1. At least 8 years of work experience in a fast-paced, high-intensity environment, including at least 5+ years of leading teams.
2. Strong leader with a passion for working with people. Motivates, inspires, and instills positivity in others, especially through challenging times
3. Ability to determine underlying causes of complex, multifaceted, new and often cross-functional problems
4. Very strong problem structuring and solving skills and ability to deal with ambiguity
5. Exceptional communication skills. A communication style that is flexible to the situation. From communicating updates to your team, to discussing metrics with key stakeholders, or presenting to leadership.
6. Incredible empathy and understanding of both riders and driver partners alike. You will be an excellent advocate for Uber's users and are passionate about the community experience.
7. Calm under pressure. You have outstanding interpersonal skills, integrity, and great follow-through on tasks.
8. Curiosity. A love for learning how things work always looking for innovative improvements is key.
9. Experience in process design and delivery with consistent record in project execution and communication
10. Data analytics competencies and the ability to interpret and map processes to data.

Preferred Qualifications

1. Degree in business, economics, finance or any science-related fields

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 [email protected].