Operations Manager

1 month ago

Philippine, Philippines Uber Remote Work Freelance Full time
#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but an outstanding individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About The Team

The APAC COE team believes in a #GoGetItapproach. Our successes are attributed to our people who are steadfast 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 Centre of Excellence (COE), Uber Manila. 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 people management and continuous process improvement.

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

Candidate 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 projectsStrong background in developing people, interaction and collaboration in different regions, and manage expectations and relationships.Candidate should have a minimum of Excel and analytics skills (SQL knowledge/experience is a plus)