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Uber Head Enterprise Support Operations 
United States, West Virginia 
573940267

02.08.2024

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.