Uber Senior Customer Support Manager 

United States, West Virginia 

941951457

Your Impact in Role

• Manage agents and team leaders on the ground while maintaining connection and engagement with cross functional teams in the APAC and Global COE (Center of Excellence).
• Lead the creation of long-term strategies for achieving goals across the COE and delivering exceptional customer support
• Engage strategically with stakeholders to improve internal tools and the overall user experience in Australia and New Zealand.
• Handle key projects and program-manage critical initiatives with a site-wide or regional impact
• Identify operational weaknesses and help improve or innovate new processes to keep teams as efficient as possible
• You’ll be supporting key teams across the COE while serving as THE go to person for many key initiatives and updates; Key point of contact for partners beyond the COE

The Experience You'll Bring:

• Experience having led in Customer support or similar industries.
• Experience in scaled operations support and people management
• Validated ability to lead efficiently, set team goals, develop people to their highest levels of performance, and guide through meaningful situations
• Prior professional experience with optimization, processes, systematic organization, program/project management
• Demonstrated Data/Analytics experience; Excel proficiency is preferred
• Outstanding communication skills. Including public speaking and ability to present effectively in front of peers and senior leadership
• Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. Juggling those can be challenging, and this should be a strength
• Grow with change and operate flexibly. Willingness to work some weekends and occasional holidays to support a 24/7 operations environment
• A high bar across the board - from your own contributions to the people you work with to the products you work on
• Stakeholder management. Ability to navigate through the organisation and work with various stakeholders across Uber,

Bonus Points:

• Experience in service-industry, customer support, manufacturing or distribution in a high-volume and very fast-paced environment
• Knowledge of Lean, Six Sigma and Kaizen methodologies is highly advantageous.
• SQL proficiency
• Experience running large teams and leading managers
• Experience leading Large Programs / Projects with proven efficiency, customer experience gains

* 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 .