Direct Experience Program Leader, Community Operations (Delivery)
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Since 2020, Delivery at Uber has grown tremendously on the back of increased demand caused by the pandemic. Merchants across all categories have increased their investment and interest in their digital and delivery offering. Without having their own on-demand logistics capability, merchants are looking for a partner who can fulfill the requirement for last-mile delivery. With millions of drivers and couriers providing on-demand logistics through our existing marketplace, Uber is well positioned to allow merchants to use our network of couriers, fulfilling the on-demand last-mile-delivery service for orders to their own app and website. Direct is rapidly growing the ways in which Uber connects the world.
As a Direct Experience Program Leader for EMEA, you will be responsible for defining and implementing the support strategy across the region, leading a team of Program Managers and Specialists to deliver cross functional projects to enable and enhance support operations, aiming to build the best experience for our Direct Customers. You will also need to be an advocate for our Direct customers experience across the business, to ensure we keep in mind the goal to provide an excellent user experience. You will need to build partnership with internal members of the CommOps team as well as other key partner groups: Operations, Tech, Finance, among other teams.
This role is all about collaboration: leading hardworking people, fostering relationships, building operations for scale, and navigating challenges with a shared passion for our product and the incredible partners we serve.
What Youll Do
- Lead development of the vision and support strategy for Uber Direct in EMEA: channel, policies, support operations
- Scale and improve support for a new business thats growing and changing constantly.
- Advocate for our Direct customers: understand their sentiment and pain points, and help them to solve the problems they experience. Convert findings into clear, practical plans that teams across the organization can apply in order to improve customers interaction.
- Lead strategic Project Portfolio: Scope, plan, and ensure execution of strategic projects that are in line with business needs. Be obsessed about quality, efficiency and scalability. Ensure people, processes, and technology work together to deliver outstanding customer experiences and build trust with our customers
- Be comfortable with ambiguity, lead through influence, and partner with business teams: Operations, Product, Vendor Management and Global CommOps, to drive decisions and projects to completion.
- Enable a high performing team, managing, coaching, and being deeply invested in their career growth and development of the members of your team.
- Minimum of 7 years experience in technology, consulting, operations, or similar agile, project-based environments, showing significant impact.
- Track record of successful people management. Excited about guiding and developing teams to perform at the levels while creating positive work environment.
- Strong vision for customer experience coupled with critical thinking abilities. Take vaguely defined problem statements, define them, structure an approach, rally people around you and operationalise toward a solution implementation.
- Love learning how things work and youre always looking for innovative solutions.Enjoy testing different strategies and tracking the results.
- Program management and governance. Can structure and lead multi-stream programs, design and maintain a mechanism to track program status, flag issues, and remove roadblocks.
- Excellent communication skills, capable of articulating complex ideas clearly to influence outcomes.
- Resilient, positive, and deeply customer-focused.
- Experience working with remote or international teams
- Change management experience. You have previously led large scale transformational projects.
Information :
- Company : Uber
- Position : Direct Experience Program Leader, Community Operations (Delivery)
- Location : Amsterdam
- Country : NL
How to Submit an Application:
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Post Date : 2025-01-24
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