Uber Head Enterprise Support Operations 

United States, West Virginia 

573940267

About the Role

---- What the Candidate Will Do ----

• Provide thought leadership on best in class Enterprise support operations, including but not limited to agent lifecycle management, footprint strategy, and measurement / analytics and reporting.
• Collaborate with key stakeholders to design Enterprise support operations programs to deliver expected customer experiences and business outcomes.
• Drive gap analysis on best in class Enterprise support operations versus current state, and design gap closure plan including roadmap, investment request, ROI, and cross-functional dependencies. Help senior leaders understand the relative impact of these investments to their respective portfolios to influence their buy-in and accelerate the Enterprise program’s success.
• Lead the operationalization of Uber’s Enterprise support programs. This will require you to collaborate with cross-functional teams, including Uber’s Operations (in-house centers of excellence and BPO teams), Learning & Development, Knowledge Management, Quality, Workforce Management, and Reporting teams.
• Create and maintain operational governance of Uber’s Enterprise support programs.
• Raise the standard of Uber’s Enterprise support by fostering a culture of continuous improvement, and raising awareness of how key components operate differently versus B2C support operations
• Represent the customer and agent’s voice – be a critical thought partner to operations and product leaders in developing an outstanding experience for both customers and agents, this may include providing input to Enterprise tech changes.
• Take ownership and do everything you can to support and improve the quality of our Enterprise services; we expect you to be proactive and inventive in order to remove road blockers and find creative solutions.

---- Basic Qualifications ----

• Minimum 7 years of experience leading Global Enterprise Customer Support operations.
• Minimum of 2 years of experience leading and implementing customer experience strategy and design in global contact center operations, customer service, or a similar field.
• Demonstrated success in designing and implementing Enterprise customer support programs.
• Proven experience delivering results on Enterprise support operations.
• Demonstrated experience driving programs in a highly matrixed organization.
• Strong analytical skills, with the ability to interpret data and make informed decisions.
• Ability to deal with ambiguity, and adapt quickly to change.
• Self-starter with the ability to choose a direction with little oversight.
• Exceptional people skills, including key areas of developing people and guiding cross-functional teams.
• Strong stakeholder management skills, including the ability to influence others to action.
• Outstanding written and verbal communication skills across multiple functions/teams.
• Bachelor’s degree or equivalent work experience.
• Willingness to travel domestically and internationally 25% of the time.

---- Preferred Qualifications ----

• Consulting experience.
• Project and Change Management expertise.
• Experience working in a start-up environment.
• Experience working with Business Process Outsourcing firms.

For Chicago, IL-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year.

For New York, NY-based roles: The base salary range for this role is USD$180,000 per year - USD$200,000 per year.

For Phoenix, AZ-based roles: The base salary range for this role is USD$144,000 per year - USD$160,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$180,000 per year - USD$200,000 per year.

For Washington, DC-based roles: The base salary range for this role is USD$180,000 per year - USD$200,000 per year.