Customer Operations • Lead

Who you are

You have a proven track record in customer service management, ideally with experience leading teams in a fast-paced environment. Your ability to analyze data and derive actionable insights sets you apart, as you are committed to continuous improvement and delivering exceptional customer experiences. You possess strong communication skills in both English and Japanese, allowing you to effectively engage with diverse stakeholders and team members. Your structured approach to problem-solving enables you to tackle challenges calmly and efficiently, ensuring that your team meets operational goals consistently.

You thrive in collaborative settings, working closely with cross-functional teams to advocate for the community's needs and influence the overall customer experience. Your experience in managing customer support operations equips you with the knowledge to identify weaknesses and implement effective solutions. You are adept at multitasking and can juggle various projects while maintaining a focus on quality and compliance. Your leadership style fosters a positive team culture, encouraging growth and development among your team members.

What you'll do

In this role, you will manage a group of Customer Support agents, overseeing all operational goals and performance metrics. You will regularly present performance results and identify opportunities for improvement, ensuring that your team consistently delivers stellar outcomes. Your focus on process improvement will involve identifying operational weaknesses and developing new processes to enhance efficiency and compliance. You will also support various projects across the Line of Business (LOB), acting as the go-to person for key initiatives within the Community Operations Center (COE).

Your problem-solving skills will be crucial as you address issues in a structured manner, applying existing processes to make informed decisions. You will advocate for the community, influencing the overall customer experience and managing stakeholder relationships across the larger business. Your ability to communicate effectively will help set the right expectations and deliver on them, ensuring that both riders and drivers receive the support they need. You will play a vital role in shaping the future of Community Operations at Uber, driving improvements that enhance the customer experience.

What we offer

Uber provides a dynamic work environment where you can make a significant impact on the customer experience. You will have the opportunity to work with a diverse team and contribute to innovative solutions that support our community of riders and drivers. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in our mission to redefine transportation and support our community effectively.