COE Specialist II

2 weeks ago

Taguig, National Capital Region, Philippines Uber 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 a unique 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

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber

About the Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person customer support.

Your Impact in Role
  • Promote and encourage team building and positive work environment
  • Act as primary g- to person in the team for policy and process questions
  • Drive process improvement and alignment by proactively flagging gaps and actively participating in creating appropriate action plans.
  • Drive compliance to established processes and policies and help leads in ensuring all team members are fully aware of key changes and updates
  • Work with RTA, WFM and Leads to drive productivity by proactively flagging aux gaps, schedule adherence violations, etc. in the absence of the Team Lead
The Experience You'll Bring:
  • Proven ability to provide detailed support for escalations and be the go-to person for any policy related concerns
  • Experience with training new hire by floor walking and setting up them up for success when they start of production
  • Proven ability to work in a fast-paced team setting
  • Ability to create, document and execute performance improvement projects for focus agents or the entire LOB

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


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