Community Operations Manager, Cairo, Egypt
Uber -
Cairo, EgyptPosted 5 years ago452People have clicked1 open position
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Job Description
- You'll be tasked with scaling support in an innovative way at a company that's growing rapidly and changing constantly.
- Help lead a team of front-line support representatives to provide world-class support to our community of users.
- Be a passionate advocate for all riders and driver partners and answer any questions that come your way in a 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 the collaboration of our engineering and operation teams to improve internal tools and user experience.
- Leading operational excellence projects.
Job Requirements
- A love of process and optimization.
- You will be revolutionizing support for the Uber community.
- You're excited about the opportunity to create and experiment with support processes, and are willing and able to lead others in utilizing them.
- A data-driven and analytical 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.
- 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 ways to innovate. 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.
- A bachelor's degree in business, economics, finance or any science- related fields.
- Prior professional experience with optimization, processes, systematic organization, program/project management.
- Demonstrated data/analytics experience; Excel and ideally SQL proficiency.
- Excellent writing and verbal communication skills
- Arabic fluency is a must (written and verbal)
- The ability to working and communicate cross-functionally