Job opportunities

48
companies
1,050
Jobs

Senior Regional Community Operations Manager, Delivery Germany

Uber

Uber

Operations
Germany
Posted on Saturday, May 13, 2023
About The RoleCommunity Operations is the organization leading all types of scalable customer-facing operations at Uber: user support but also onboarding, sales, restaurant support, account management, etc.Establishing trust for Uber Eats customers, delivery partners, and restaurants - 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 are extending our team and are looking for a Senior Regional Community Operations (RCO) Manager, based in Berlin, to design and optimize the best customer operations for our eaters and delivery partners, in Germany and Switzerland. Responsibilities) and the EMEA Community Operations teams, she/he will be responsible toWorking closely with local and regional Business/Ops Teams (Courier Growth, Marketplace, Eater Ops, Marketing teams, etc.
  • Design, implement, and optimize the Eats customer operations
  • Implement and optimize onboarding and conversion experiments;
  • Launch new initiatives (calling, chat, virtual onboarding).
This role comes with a focus on solving problems through data analytics, process implementation, performance management, and projects: designing, testing, implementing, and improving initiatives, processes, and tools.This role also involves a good level of stakeholders management, working closely: With Regional and Local Ops Teams to
  • Develop a solid understanding of the eater/courier acquisition funnel
  • Prioritize, implement, and optimize the onboarding (in-person and virtual), conversion (chat, funnel activities, sign up), and customer support operations
  • Track & manage the performance of all the customer operations (conversion, # interactions, cost per interaction, Average handling time, quality, efficiency, etc.)
  • Address key transversal issues such as compliance, safety, and product improvement
  • Provide insights gathered from the all the customer operations interactions
With Central Ops and Community Operations Teams, to
  • Leverage similar initiatives, processes and tools in a logic of standardization across EMEA: policy, process, content, learning, agent performance, training, workforce management, etc.
With the broader Community Operations network
  • Center Of Excellence (COE): in-house virtual support centers, handling the most critical & complex user support issues
  • BPO: outsourced virtual support centers, handling the Level 1 user support issues
All of this to bring the customer operations and customer experience to the next level, and achieve 2023 goals on growth, funnel conversion, Customer Satisfaction, Quality, Efficiency, SLA, and cost. What You’ll Do
  • Be the owner of our Community Support performance metrics of Germany and German Switzerland for Uber Eats Eaters and Delivery Partners
  • Prepare the customer support organization to all new features and new products;
  • Pilot and own new initiatives that transform our customer operations and improve the level of service we provide;
  • Contribute to drive the growth of Uber Eats in the region: fixing & building processes that are needed to scale this business.
  • Deliver strong customer operations outcomes 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;
  • Project management: Be a hustling multi-tasker, supporting projects across the region. You’ll be THE go to person for many key initiatives within Community Operations;
  • Engage strategically with stakeholders, be it 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;
  • Draw actionable recommendations that help drive the growth, by diving deep into the numbers, findings, insights, and make data-driven decisions and process improvements;
  • Engage strategically with stakeholders to improve internal tools and the overall user experience;
  • Be the voice of our customers within the organization
  • Coordinate and drive cross-functional strategic initiatives (courier experience enhancement, Fleet Partners premium support implementation, support launches of new Direct partners in Germany, etc.)
  • Design, implement, and optimize customers operations: footprint strategy and implementation, channel and modalities strategy and implementation
  • Secure the achievements of key customer operations metrics, such as: Efficiency, Customer Satisfaction, Quality, Service Level Agreement, Contact Rate, and cost per contact.
Who You Are
  • 5+ years of 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;
  • 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.
  • Fluency in German and English required.
  • Bonus points: Customer Operations background and SQL knowledge
About Our TeamThe delivery market in Europe, the Middle East, and Africa (EMEA) is slated to hit $50B+ by the end of 2023. As we at Uber position ourselves to capture this opportunity, the customer experience is of paramount importance. A key driver of that customer experience is how our spenders, earners, and merchants interact with our Customer Support organization.Research has shown us that the customer support experience increasingly determines the difference between a happy customer who is loyal to our brand and an unhappy customer who may explore other options.The EMEA Delivery Community Operations (CommOps) team is focused on optimizing the customer support experience for spenders (e.g., users placing food delivery orders), earners (e.g., couriers delivering orders to spenders), and merchants (e.g., restaurants partnering with Uber to offer food delivery on the platform) across the Europe/Middle East/Africa region.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.