Sr Program Manager, Process Design - EMEA Customer Operations
Community Operations is pioneering how Uber handles customers acquisition and support around the globe! Uber Greenlight Locations (in person customer support centres - GLH), are one of the company's key growth channels for getting new driver partners and couriers get on the road for the first time, build engagement with our platform and serve as a logistics hub for the city.
We are looking for a Process Design Manager to become part of Service Design team. You will lead design and implementation of revenue generating activities to be delivered through network of Greenlight Locations in EMEA!
As a program manager, you'll be responsible for the successful definition and start to finish execution of high-impact strategic projects that seek to improve the value generation activities across the mega region. These projects will have an impact on our supply and earners experience metrics; while enabling access to our platform for more drivers, couriers and contributing to our overall business goals. You will lead the design and operationalisation of these new activities within our Greenlight Locations in collaboration with Central Team and Regional Community Operations.
Their role is also to further improve product and operations, especially in the domain of value adding activities:
Improving existing onboarding and support processes
Providing business insights based on data, feedback and interactions
What you will do?
Work in close proximity with multiple teams such as Central Business Programs, Regional Community Operations to design and implement these new value added activities and processes within our network of locations in EMEA. You will specifically address the following dimensions:
Determine the roles and responsibilities of the stakeholders that are part of the extended ecosystem.
Define the interaction model between the GLH Managers and the stakeholders identified above
Build the right infrastructure to enable best practice sharing among similar revenue generation activities across EMEA
Improve and Design a set of new added value activities to be run across our different channels
End to end review includes Tooling, Tracking, Documentation, Piloting and Measurement
Build processes and tools to guarantee that performance is properly tracked and challenged
Liaise with Learning & Development to deliver relevant training material (new hire training and continuous learning)
Ensure that robust control process are in place to evaluate Consultants efficiency
Ensure that frontline teams are empowered through the right Content, Policies, procedures and other support systems.
Ensure that the LOB is properly supported from an analytical perspective (access to data and operational dashboards).
Determine the skills and competencies required from the part of agents
Define the processes that the frontline teams will need to follow while executing their work.
Create and implement control mechanisms to ensure that recommended processes are properly adhered to.
How you will do it:
Make recommendations and decisions based data as well as consultation with GLH management, Program Teams and subject Matter experts.
Thrive to build scalable designs, that are inherently Lean and aligned with Regional and Global Community Operations guidelines
Rely heavily on Benchmarking and Best practice to distill best in class solutions.
Develop and execute multi-track plans with many dependencies quickly and with flawless accuracy; this will be a mix of managing others through influence and getting your hands dirty.
As a business transformation leader, you will:
Work seamlessly in a sophisticated, matrix-based environment
Collaborate with a wide range of partners both functional and central (Program Leaders, Finance, HR, Recruiting, Quality Control Managers etc.)
Lead change at the right pace while safeguarding people and operations.
What you will need:
BA/BS degree. Advanced degree a plus
6+ Years of proven management experience in either Business Consulting, Business Transformation (in customer support sphere) or program management within sales or customer acquisition operations
Proven lean or six sigma experience in operational, process, and performance improvement projects including process mapping and process redesign
Ability to navigate at both strategic and operational levels. Credible and impactful with Business stakeholders, Operational Managers and frontline staff.
Willingness to travel around 20% of the time (1 day per week) around Europe as required.
Proven experience across the full project lifecycle - analysis and design as well as implementation
Recognized as a top performer versus peers in his/her career to date
Passion for Uber and motivation to progress and build a career with the company
Strong verbal and written communication skills
Highly analytical and comfortable with large analyses. Able to quickly distill down sophisticated operating models and identify where the value and opportunity is.
Experience and proficiency with hypothesis-led problem solving
Exceptionally high standards. Able to overcome adversity/resistance to change and influence others to drive the highest results
Entrepreneurial and action oriented with 'roll up the sleeves' demeanor. Thrive in a fast paced, challenging and deadline-driven environment
Significant leadership skills
Flawless personal integrity and character
Excellent fit with each of Uber's principles
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.