Community Operations Lead - London, United Kingdom - Uber

Uber

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About the Role

We are expanding our team and are looking for a Direct & Merchant Lead, based in London, to design and manage the best customer support operations and experience for our users within the Delivery business - in the United Kingdom, Ireland, South Africa & Kenya.

It includes overseeing our customer support operations for our Merchants and Direct business, working closely with local and regional teams (Growth, Marketplace, Operations, Marketing teams, etc.).

What You'll Do

Owning our customer support performance metrics across United Kingdom, Ireland, South Africa & Kenya for Uber Eats Restaurants & the Direct business
Equipping both in=house and outsourced customer support teams with comprehensive knowledge tools that relate to the release of new features and products
Piloting and owning new initiatives that transform our customer operations and improve the level of service we provide
Driving growth across our marketplaces: fixing & building processes that are needed to scale this business
Delivering excellent customer operations results in line with agreed service level agreements: working with partners across EMEA to achieve the best outcomes across tens of thousands of customers interactions every week, and ensuring they operate as efficiently as possible while maintaining a high level of quality
Partnering with teams across our matrix organization to support projects across the region. You'll be THE go to person for many key initiatives within Community Operations
Engaging strategically with partners such as General Managers or function leads to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams
Drawing actionable recommendations that help drive the growth, by diving deep into the numbers, findings, insights, and make datadriven decisions and process improvements
Be the voice and advocate for our customers within the organization
Coordinating and driving crossfunctional critical initiatives (merchant or courier experience enhancement, premium support implementation, support launches of new Direct partners etc.)
Designing, implementing, and optimizing customers operations, our footprint strategy, and our channel and modalities strategy
Securing the achievements of key customer operations metrics, such as: Efficiency, Customer Satisfaction, Quality, Service Level Agreement, Contact Rate, and cost per contact.
This role comes with a focus on senior collaboration and influencing crossfunctional teams, advocating for our customers, solving problems through data analytics, process implementation, performance management, and projects: designing, testing, implementing, and improving initiatives, processes, and tools.

Basic Qualifications

At least 5 years of relevant experience: whether it be in a startup, scaleup, bank, consultancy, operations, or corporate, you are someone who loves leading change in a fastpaced environment
Selfstarter an ability to 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 strong communicator and experienced in partners management: you are a great teammate and will onboard everyone around you to achieve great results as a team
Datadriven and analytical in approach. 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. Bonus points if you have SQL, coding, or programming experience

Preferred Qualifications

Naturally curious: You love learning how things work and you're always looking for ways to innovate
A bias for action and problemsolving skills: You embrace challenges and take ownership to create solutionswhether they're shortterm workarounds, or more longterm process changes
Teamplayer able to work as part of a small, lean team, as a key contributor
Critical thinking challenge the status quo, always interrogate the outcomes and ask 'why', 'so what' in order to understand the root cause or the opportunities a situation might present
Bonus points: Customer Operations background & previous management experience