at Uber in Chicago, Illinois, United States
Job Description
About the Role
As the Head of Enterprise Support Operations you will be responsible for the operationalizing of Uber’s Enterprise support programs (Enterprise Support).
Uber is seeking to differentiate support for its Enterprise customers, which include those that use Uber for Business, Uber Direct, Uber Fleet, Uber Health services, Grocery & Retail and Online Food Delivery services. In this role, you will leverage your advanced stakeholder management capabilities and excellent global leadership skills to drive a globally dispersed, cross-functional team to design, implement, and operate Uber’s global Enterprise support programs.
You should have deep customer support operations experience, an ability to exercise thought leadership, and the aptitude to implement programs and facilitate operational improvements across a network of sites.
What the Candidate Will Need / Bonus Points
What the Candidate Will Do
+ Provide thought leadership on best in class Enterprise support operations, including but not limited to agent lifecycle management, footprint strategy, and measurement / analytics and reporting.
+ Collaborate with key stakeholders to design Enterprise support operations programs to deliver expected customer experiences and business outcomes.
+ Drive gap analysis on best in class Enterprise support operations versus current state, and design gap closure plan including roadmap, investment request, ROI, and cross-functional dependencies. Help senior leaders understand the relative impact of these investments to their respective portfolios to influence their buy-in and accelerate the Enterprise program’s success.
+ Lead the operationalization of Uber’s Enterprise support programs. This will require you to collaborate with cross-functional teams, including Uber’s Operations (in-house centers of excellence and BPO teams), Learning & Development, Knowledge Management, Quality, Workforce Management, and Reporting teams.
+ Create and maintain operational governance of Uber’s Enterprise support programs.
+ Raise the standard of Uber’s Enterprise support by fostering a culture of continuous improvement, and raising awareness of how key components operate differently versus B2C support operations
+ Represent the customer and agent’s voice – be a critical thought partner to operations and product leaders in developing an outstanding experience for both customers and agents, this may include providing input to Enterprise tech changes.
+ Take ownership and do everything you can to support and improve the quality of our Enterprise services; we expect you to be proactive and inventive in order to remove road blockers and find creative solutions.
Basic Qualifications
+ Minimum 7 years of experience leading Global Enterprise Customer Support operations.
+ Minimum of 2 years of experience leading and implementing customer experience strategy and design in global contact center operations, customer service, or a similar field.
+ Demonstrated success in designing and implementing Enterprise customer support programs.
+ Proven experience delivering results on Enterprise support operations.
+ Demonstrated experience driving programs in a highly matrixed organization.
+ Strong analytical skills, with the ability to interpret data and make informed decisions.
+ Ability to deal with ambiguity, and adapt quickly to change.
+ Self-starter with the ability to choose a direction with little oversight.
+ Exceptional people skills, including key areas of developing people and guiding cross-functional teams.
+ Strong stakeholder management skills, including the ability to influence others to action.
+ Outstanding written and verbal communication skills across multiple functions/teams.
+ Bachelor’s degree or equivalent work experience.
+ Willingness to travel domestically and internationally 25% of the time.
Preferred Qualifications
+ Consulting experience.
+ Project and Change Management expertise.
+ Experience working in a start-up environment.
+ Experience working with Business Process Outsourcing firms.
For Chicago, IL-based roles: The base salary range for this role is USD$162,000 per year – USD$180,000 per year. For New York, NY-based roles: The base salary range for this role is USD$180,000 per year – USD$200,000 per year. For Phoenix, AZ-based roles: The base salary range for this role is USD$144,000 per year – USD$160,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$180,000 per year – USD$200,000 per year. For Washington, DC-based roles: The base salary range for this role is USD$180,000 per year – USD$200,000 per year. For all US locations, you will be eligible to participate in Uber’s bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform
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