Mobility Rider Experience Manager
Location
São Paulo, SP | Brazil
Job description
About the Role
The Mobility Rider Experience Manager is the guardian of the customer experience and will be obsessed with knowing every detail around the E2E customer journey for specific issue types. The role's responsibilities is to ensure every aspect of our customer support processes is designed with our customers, and our budget, in mind - creating strategies for refunds and appeasements, defect reduction and experiential improvements etc. They will take a data-driven approach to optimize our spend while identifying customer struggles and creating new processes, or improving existing processes.
We are looking for a fierce customer advocate who is extremely data-driven, a great problem solver, an excellent relationship builder, a project manager, and a process optimizer. If generating insights using data is not your forte, this role probably isn’t for you.
What You'll Do
- Map the end-to-end journey of our customers and identify struggles and opportunities - always with the CommOps scorecard, budget, and Ops’ objectives in mind
- Lead customer-facing process improvement initiatives. Align and coordinate partners in CommOps and Operations teams to implement these initiatives.
- Understand the goals and priorities of Commops critical metrics - both operational and financial. Understand cost constraints and champion customer-obsessed processes that support these goals.
- Provide insights from customer interactions to local stakeholders to influence and facilitate decisions
Basic Qualifications
- 100% Fluent in English required, fluent in Spanish or Portuguese depending on hiring location
- Proven experience of 3-6 years in a tech environment, high-growth operations, startup experience or similar
- The D(ecision) is with the Data - must be an analytical thinker, with the ability to solve any problem in a structured way.
- Excellent critical thinking and problem-solving: Ability to create and optimize support processes in a practical manner
- Project and/or program management experience: Experience managing multiple moving parts with resource constraints
- Excellent stakeholder management skills: Experience in encouraging results in areas that aren't in your immediate responsibility. Keen understanding of the goals & priorities of your customers
- Excellent communication skills: Ability to build and present decks and develop written communication pieces to engage team members
- Excellent execution and high standards: You are someone who finishes what they start and keeps iterating until a process works flawlessly almost every time
- Customer focus: You have a genuine passion for our drivers and riders and want to be a force for positive change in their touchpoints with Uber
Preferred Qualifications
- SQL
- Six Sigma, Change Management, and/or Project Management certifications
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 [email protected].
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