Community Operations is pioneering how Uber interacts with customers around the globe. We're looking for a Head of Enablement to lead Support Content, Quality Operations and our Support Operational Excellence pillars. The objective for any individual wanting to take on this role will be to contribute to Uber's goal of providing a world-class customer experience in one of our fastest-growing and most dynamic regions globally.
The Head of Enablement sits at the centre of Uber's support operations and customer experience, owning the strategy and coordination of a large team across a number of locations. The objective of this team is to enable our support operations to deliver an exceptional experience both optimally and efficiently for our customers. For Support Content, we ensure that all of our customer service representatives have the correct processes and knowledge to support our customers. In Quality Operations, we ensure that service is maintained at a world-class standard and provide any insights back to the business to continuously improve. Lastly, with Operational Excellence, we ensure that we are optimising on all fronts through feedback loops, $ spending on support policies, or optimising processes that are in place already.
The ideal candidate is eager to be heavily integrated with the product, tools, operations, and leadership and will rely on thought leadership to drive meaningful results, provide standardisation and champion seamless coordination/collaboration.
What You'll Do
Lead a large (+150) cross-functional team with the goal of continuously improving the Customer Support Experience through the functional levers and strategy
Be a strong advocate for the customer experience as well as the support agent experience
Identify and prioritise pivotal initiatives that improve our capacity, efficiency and/or experience of our support operations in EMEA.
Identify and mitigate risks across the team, including customer experience impacts, efficiency issues and operational/strategic headwinds
Spearhead alignment cross-functionally with HQ, regional Community Operations teams, Customer Operations teams and our BPO partners
Proactively find opportunities for optimisation, innovation and cooperation across the EMEA region
Build strong stakeholder relationships through effective communication, roadmap involvement/support, and ensuring the right level of tracking and transparency on key landmarks.
Proven experience (+10 years) in leading large teams, business strategy/consulting and/or customer experience related roles
Track record in running and leading quality, content, and/or overall operations programs in a customer experience environment
Strong leadership skills in leading, coaching and mentoring large teams
Extensive experience in managing and driving operations teams
Experience working in a highly detail-oriented yet quickly evolving environment, demonstrating a high degree of diligence and accountability
Comfortable dealing with partners from various functions/regions and aligning their recommendations into a strategy
Confident in presenting findings to upper management within and across your organization
Exceptional written and verbal communication skills
Passion for data analysis and the ability to drive quality improvement, process improvement, and tool enhancements
Proactive in thinking about the bigger picture and how we can improve as a team and company
Willingness to travel across the European, Middle-East and Africa Region.
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 10,000 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.