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Sr Community Operations Manager, Cairo.

Uber
Cairo, Egypt
Posted 5 years ago
217People have clicked1 open position
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Job Description

About the Role

We're looking for a Sr. Community Operations Manager to lead our support operations within our Cairo Center of Excellence. Reporting into the Site Leader, you will demonstrate your experience and industry best practices to help build effective, scalable processes. For this role you need to be operationally focused, have a flair for people management and be an enthusiastic problem-solver. You're flexible, fearless, and never satisfied with the status quo. You advocate for the right ideas that will help build great experiences for our users. This will be a Leadership role with a heavy focus on people as well as performance management and continuous process improvement. The role will be based in the cairo Center of Excellence (COE).

What You’ll Do

  • Process management: The day-to-day running of your lines of business means delivering on agreed KPIs for productivity, quality and customer experience. This also ties in with managing the overall cost performance of your teams. You will be fully immersed in the process and thus will be in a position to recommend and implement ideas for improvement
  • People Management: As a leader of a large and growing team, you will develop your own people, guide them and work with them to unlock their full potential. You will lead by example, resolving the toughest of issues from customers and ensuring that your team constantly delivers at a high level
  • Change Management: As the company continues to take on 'big bold bets', you will need to be a champion to lead those changes in the Organization both from people and process standpoint
  • Stakeholder management: You will interact and collaborate with teams from the different regions and cities we support, constantly improving our level of service to customers - whether through exceeding on agreed service levels, suggesting improvements to support logic, or designing structures to best run our support operations. You would need to have the ability to build lasting relationships which can help influence decisions for the larger cause of the company
  • Site leadership: As part of the COE Leadership team, you will take part in building and running Uber's global support center that delivers world-class service to the community. You will propose, develop and implement systems, programs and processes that strengthen the foundation of the COE.

Job Requirements

  • 8 minimum years of experience with operations, preferably in a contact center environment.
  • A problem solver. You embrace challenges, and would stop at nothing to create solutions--whether they're hacky, short-term workarounds, or more long-term process changes.
  • A lover of process and optimisation. You will be revolutionising support for the UberEats and Uber Rides communities. You're excited about the opportunity to create and experiment with support processes, and are willing and able to lead others in iterating and executing them.
  • A brilliant communicator. You're eloquent and able to strike the perfect tone, whether you're explaining a new policy to customers in writing, or explaining the recommendations of a data-driven study you conducted to global stakeholders through a video conference.
  • Cool and calm under pressure. You have superior organizational skills, integrity, and great follow-through on tasks.
  • Fluency in English required.

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