About the Team
The APAC COE team believes in a #GoGetIt approach. Our successes are attributed to our people who are relentless to help others in any way we can. We handle critical concerns from safety to escalations, and make sure that the resolution matters to the customer - making each member an eventual promoter of Uber. The right time is always "now" when joining Uber and the COE; it has always been moving towards greater heights as we support a lot of markets - allowing you to learn every single day.
About the Role
This role is a key position in the APAC Centre of Excellence (COE). You will demonstrate your experience and industry-standard methodologies to build effective scalable processes.
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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 having led support for business products. This will be a managerial role with a heavy focus on people and operations management, continuous process improvement and transformations.
The Impact You'll Have
- Project Intakes: You will collaborate with the onshore program leads and LOB stakeholders to finalize each project intake for the Global team. This includes reviewing the Project Intake Form, reviewing information provided, and working with team leaders to review and finalize the project report out deck.
- Manage performance and drive results: You will analyze, strategize, implement action items and motivate your team to meet and exceed targets on quality, efficiency/productivity, timely delivery of projects, stakeholder engagement and expectation management, if applicable. You will also collaborate with other internal or external support teams critical to delivering results.
- Lead, coach, mentor and motivate people: You will coach Managers, Senior Team Leaders and Team Leaders, develop your own people, guide them and work with them to achieve their full potential. You will lead by example, resolving the toughest of issues from stakeholders and ensuring that your team constantly performs at a high level.
- Build and maintain stakeholder relationships: You will interact and collaborate with teams from the different regions and support functions, constantly improving our level of service to stakeholders. You will act as a thought partner to the stakeholders contributing to business priorities and strategic decisions.
- Delivering Region/Site level Projects: As a Senior Manager, you will deliver at least two regional initiatives each year. These initiatives will be focussed on solving key gaps related to employee experience, performance, cost optimization or any similar business focus for that time period.
- Drive accountability on policies, house rules and other guidelines: You will reinforce compliance to company policies such as house rules, attendance policy and PIP guidelines. You will ensure that you and your team members do the right thing each time even if it means doing the difficult things.
The Experience You'll Bring
Basic Qualifications
- 8-10 years relevant experience in customer support operations.
- People leadership: Prior experience in managing and leading multiple teams and LOBs.
- Demonstrated experience interpreting and presenting data to various audiences; ability to translate quantitative findings into action plans.
- Strong track record of solving operational problems. You can break down large ambiguous problems, identify key opportunities and considerations, and execute against tangible milestones.
- Prior professional experience with project management.
- Creative problem solving and critical & strategic thinking skills with a bias toward action and a get things done attitude.
- Exceptional writing and verbal communication skills.
Preferred Qualifications
- Master's degree or MBA.
- Experience in managing on ground and remote teams.
- Six sigma, Green belt and above certifications
- Optimization, processes, systematic organization and Program Management.
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.