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Senior Regional Community Operations Manager, DACH

Uber

Uber

Operations
Berlin, Germany
Posted on Saturday, August 5, 2023
About Our TeamCommunity Operations (CommOps) is pioneering how Uber interacts with users around the globe. We support all Uber business lines spanning across Mobility verticals such as Rides, Hailables; Delivery verticals including Eats and Grocery, and specific propositions like Uber for Business. We cover a broad range of activities from customer support, platform safety, new partner onboarding, sales, compliance and account management. CommOps acts as Uber’s face and ears to our users and plays a key role in developing customer insights and advocacy.In EMEA, we lead these activities in 40+ countries and in 20+ languages, in large scale and highly nuanced market environments and operational complexity. We are very proud of being the most geographically diversified team in Uber, and welcome you to be part of our hard-working, diversified and inclusive team! About The RoleWe are extending both our Delivery and Mobility teams in Berlin and are looking for 2 x Senior Regional Community Operations (RCO) Managers aligned to support our Mobility and Delivery businesses. This role is responsible for the design and optimization of the best in class customer support for our drivers, riders, eaters and delivery partners across Austria, Germany and Switzerland. What You’ll DoWorking closely with local and regional teams (Growth, Marketplace, Operations, Marketing teams, etc.) you’ll be responsible for:
  • Owning our customer support performance metrics across Austria, Germany and Switzerland for Uber Users/Drivers and Uber Eats Eaters/Delivery Partners/Restaurants
  • Equipping both inhouse 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 organisation to support projects across the region. You’ll be THE go to person for many key initiatives within Community Operations
  • Engaging strategically with stakeholders 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 data-driven decisions and process improvements;
  • Be the voice and advocate for our customers within the organization
  • Coordinating and driving cross-functional strategic initiatives (driver/courier experience enhancement, Fleet Partners premium support implementation, support launches of new Direct partners in Germany, 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.
What You’ll Need
  • At least 5 years of relevant experience: whether it be in a startup, scaleup, bank, consultancy, operations, or corporate, you are someone who loves driving change in a fast-paced environment
  • Fluency in German and English is a must
  • Self starter - 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
  • Naturally curious: You love learning how things work and you're always looking for ways to innovate
  • A bias for action and problem-solving skills: You embrace challenges and take ownership to create solutions—whether they’re short-term workarounds, or more long-term process changes
  • Data-driven and analytical in mindset. 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
  • Team-player - able to work as part of a small, lean team, as a key contributor
  • A strong communicator and experienced in stakeholders management: you are a team player and will onboard everyone around you to achieve great results as a team
  • Cool and calm under pressure: you have superior organizational skills, integrity, and great follow-through on tasks
  • Strategic 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 and SQL knowledge
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.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.