Vaga de Mobility Rider Experience Project Manager
1 vaga: | Publicada em 11/05
- A Combinar
Sobre a vaga
About the Role
The Mobility Rider Experience Manager is the guardian of the customer experience
and will be obsessed with knowing every detail around the E2E customer journey for
specific issue types. He or she will ensure every aspect of our customer support
processes are designed with our customers, and our budget, in mind - creating
strategies for refunds and appeasements, defect reduction and experiential
improvements etc. He or she will take a data driven approach to optimise our spend
while identifying customer pain points and creating new processes, or improving
existing processes.
We are looking for a fierce customer advocate who is extremely data-driven, a
great problem solver, an excellent relationship builder, project manager, and
process optimizer. If generating insights using data is not your forte, this role
probably isnt for you.
What You'll do:
Map the end to end journey of our customers and identify pain points and
opportunities - always with the CommOps scorecard, budget, and Ops objectives in
mind
Lead customer-facing process improvement initiatives. Align and coordinate
stakeholders in CommOps and Operations teams to execute these initiatives.
Understand the goals and priorities of Commops KPIs - both operational and
financial. Understand cost constraints and champion customer obsessed processes
that support these goals.
Provide insights from customer interactions to local stakeholders to influence and
facilitate decisions
Basic Qualifications
The D(ecision) is with the Data - must be an analytical thinker with the ability
to solve any problem in a structured way.
Excellent strategic thinking and problem solving:
Ability to create and optimize support processes in a practical manner
Project and/or program management experience:
Experience managing multiple moving parts with resource constraints
Excellent stakeholder management skills:
Experience in encouraging results in areas that aren't in your immediate
responsibility. Keen understanding of the goals & priorities of your stakeholders
Excellent communication skills:
Ability to create and present decks and develop written communication pieces to
engage stakeholders
Excellent execution and high standards:
You are someone who finishes what they start and keeps iterating until a process
works flawlessly almost every time
Customer obsession:
You have a genuine passion for our drivers and riders and want to be a force for
positive change in their touchpoints with Uber
100% Fluent in English required
3-6 years experience required
Preferred Qualifications
High-growth operations or startup experience
SQL
Six Sigma, Change Management, and/or Project Management certifications
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 lets move the
world forward, together.
Offices continue to be central to collaboration and Ubers 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.
*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