Community Operations Manager

Contenu de l'offre Community Operations Manager chez Uber

Community Operations Manager


## About the Role
Uber is a key player on the mobility market in France. Everyday, we connect drivers and riders and we try to give them the best experience possible.
We are seeking to establish trust for Uber customers - our community - which is a core pillar of our overall product experience. We invest in it and believe in providing the highest quality service implemented in the hardest working, most efficient way.
The France Rider Community Operations Manager role sits with the France Community Operations team, based in Paris. The team's key objective is to build trust with our community of users (Riders and Drivers), to offer them the best experience on the app so that they keep considering Uber as the best mobility solution on the market!
## What you'll do
This role will be in charge of managing our Riders' experience in France, including:
- Build, design and optimize the best Customer Support for our Riders, in order to provide them with the best experience on the market. This role will be responsible to secure the achievements of key customer operations metrics, such as: Efficiency, Customer Satisfaction, Quality, SLA, Contact Rate, and cost per contact for our dedicated Rider Support
- Social Media answers and social media crisis management
- Project Management on a broad variety of Rider's related topics (winback our riders, loyalty strategy, retention programs, etc)
- Work closely with cross functional teams (Operations, Communications, Marketing, etc) on Uber strategic programs (Improve our Green positioning, improve our Safety or anti fraud features, etc).
## Qualifications
- 2+ years of experience: whether it be in a startup, scaleup, bank, consultancy, operations, or corporate, you are someone who loves inspiring change in a fast-paced environment
- A strong communicator and experienced in collaborators management: you are a great teammate and will onboard everyone around you to achieve great results as a team
- A lover of process and optimization: you are excited about creating new processes and implement them across the support organization in a consistent and organized manner
- Naturally curious: You love learning how things work and you're always looking for ways to innovate
- A bias for action and problem-solving skills: You embrace challenges and take ownership to create solutions--whether they're short-term workarounds, or more long-term process changes
- Data-driven and analytical in demeanor. You can look at spreadsheets and know the right questions to ask to get to practical outcomes, and you know how to explain data in a digestible way
- Cool and calm under pressure: you have superior interpersonal skills, integrity, and great follow-through on tasks
- Fluency in French and English required
## Preferred skills
- Experience in Customer operations and/or Mobility sector
- Coding, programming experience, or data analytics skills (SQL, Tableau, Google Data Studio, etc.)
At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, and depending on the workplace location, Uber either requires- or recommends employees be vaccinated to access any of our facilities; this is subject to change solely at the Company's discretion.
- Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com