About the Role

This role is a key position in the Centre of Excellence (COE), Uber Japan. You will demonstrate your experience and industry-standard methodologies to help build effective, scalable processes. For this role you would need to be operationally focused, have a flair for people management, and be an enthusiastic problem-solver with some experience in leading support for business products. This will be a managerial role with a heavy focus on:

1. People management
2. Performance Management
3. Continuous Process improvement
4. Conflict Management
5. Stakeholder Management

Your Impact in Role

Lead, empower, and develop successful teams within a time-sensitive and demanding environment to deliver on critical metrics for operations. Focus on management of different metrics such as SLA, Quality, and Customer Experience; Deliver on goals agreed upon with partners, and plan glide paths to meet them.

Be a troubleshooter in case of issues relating to processes affecting performance; Investigate the numbers and make data-driven process improvements. Work cross-functionally with various supporting teams (such as Quality, Training, Analytics, and Operations) to ensure your teams are delivering exceptional customer experiences.

Encourage a culture of excellence, experimentation, and passion to deliver a magical experience every time.

Lead and initiate projects and initiatives for process improvement and/or people development and engagement. Work closely with partners to drive business and customer projects and priorities

The Experience You'll Bring

• Candidates must have proven ability in developing teams, leadership experience, and background in running scalable operations.
• Process & People Management experience, consistent delivery on important metrics, run site wide projects
• Strong background in developing people, interaction and collaboration in different regions, and manage expectations and relationships.
• Candidate should have a minimum of Excel/Sheet and analytics skills (SQL knowledge/experience is a plus)
• Strategic Planning vs Tactical

Other Skills You Need To Be Successful

1. Project Management
2. Manage Multiple LOBs/Sites/ Leaders
3. Building Relationships
4. Business Presentations
5. Virtual Management
6. Analytical Presence

People management experience with proven ability to effectively manage, set team goals,

• Communicate in English and Business Japanese
• Develop people to their highest levels of performance
• Guide your teams through challenging managerial situations
• Professional experience with optimization, processes, systematic organization, program, or project management.
• Data/Analytics experience; Excel proficiency.
• Exceptional writing and verbal communication skills
• Willingness to participate in some night meetings, interviews and project calls when required
• Experience working in high-volume or multifaceted work environmentInterpersonal Skills to deal with different kinds of stakeholders (Internal or External)
• People engagement, to be a team player as opposed to working in silos

Preferred Qualifications:

• Project Management
• WFM Knowledge
• Site Management Experience
• Handled multiple programs and sites

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.

*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.