Uber Community Operations Manager 

United States, West Virginia 

346917546

What you'll do:

• Lead, motivate, and develop high-performing Customer Support Representatives (CSRs) teams within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs).
• Stay present and available for your team's 5 to 7 people leaders; this includes covering the floor, answering questions, hosting weekly 1-on-1 meetings, and providing real-time feedback.
• Instruct CSRs and cultivate performance to serve our rider and driver communities.
• Audit your team’s performance with weekly audits and guide towards progressive improvements; identify opportunities for additional training & development.
• Guide enforcement of policies, including attendance, provide Senior Leadership with daily snapshots of the team's performance; and escalate issues to Senior Leadership as necessary.
• Act as a contact with Program Management. Identify trending issues and guide CSRs to do the same in their daily work.
• Daily floor walking to keep eyes on the day-to-day operation.
• Daily control Checks (Check metrics, absenteeism, HC)
• Admin tasks: periodic controls and assistance to direct reports on things like:
• Expense reports
• People management related processes, such as Payroll, Sick leaves and Absenteeism

Basic Qualifications

• Exceptional written and verbal communication skills
• Results orientation skills
• Motivational skills
• Leadership, administrative and coaching skills
• Optimistic leadership
• English level C1 or above
• At least 3 year of management experience in customer support industries
• Schedule flexibility for a 24/7 environment
• Strong background in leading high-performance agents and people leaders.

Preferred Qualifications

• Project management experience
• Masters degree.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .