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Customer Experience Strategy & Operations Manager, Driver / Rider, Egypt

Uber
Cairo, Egypt
Posted 5 years ago
586People have clicked1 open position
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Job Description

About Uber

We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.

We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on new modalities, self-driving cars and even urban air transportation, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.

At Uber, providing amazing support that establishes trust for riders and driver partners-our community-is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. Community Operations is pioneering how Uber manages rider and driver partner support around the globe. This role will have a heavy focus on people management, data analytics, and process continuous improvement, so those interested should be excited to demonstrate those skills and be eager to lead.

What You’ll Do

  • You'll be tasked with scaling support in an innovative way at a company that's growing rapidly and changing constantly.
  • Be a passionate advocate for all riders and driver partners and answer any questions that come your way in a high stress, fast moving environment.
  • Listen attentively to the voice of Uber's community and provide feedback to the rest of the company.
  • Be the owner of our Community Support performance metrics:
  • Dive deep into the performance numbers, perform gap analysis and take data--driven actions to increase the quality and the reactivity of our Community Service.
  • Ensure collaboration with our engineering and operation teams to improve internal tools and user experience.
  • Be in charge of leading development and improvement projects for Community Support at French and European scale:
  • Development of new products/solutions
  • Development of operational excellence projects

Job Requirements

What You’ll Need

  • A data- driven and analytical in mindset. You can look at any spreadsheet and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way. You have excellent Excel skills. Bonus points if you have SQL, coding, or programming experience.
  • Demonstrated Data/Analytics experience; Excel and ideally SQL proficiency.
  • Incredible empathy and understanding of both riders and driver partners alike. You will be an excellent advocate for Uber's users and are passionate about the community experience.
  • Calm under pressure. You have excellent organizational skills, integrity, and great follow-through on tasks.
  • Natural curiosity. You love learning how things work and you're always looking for innovative solutions. You enjoy testing different support strategies and tracking the results.
  • Word Savviness. You're eloquent and able to strike the perfect tone, whether you're explaining a new policy to riders or drivers, explaining the importance of certain complicated metrics, or responding to support issues over email.
  • Fluent English and Arabic

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