Job Description :

Overall strategy & direction for India SA community operations High priority strategic programs such as process improvement initiatives, segmentation, cost optimization, network optimization etc. Own India community operations budget and lead the annual and half yearly planning exercise while ensuring that budget is consistently met with. Negotiate with global teams to ensure all important initiates for the year are budgeted for. Manage overall cost for community operations in India SA Own rider & driver experience and work closely with central driver and rider operations teams to ensure we provide relevant support across different cohorts of customers. Work closely with the BPO network team and ensure that the internal standards of quality and compliance are consistently met and you optimize for BPO network performance for inefficiencies, cost and training etc. You will co-own quality, compliance & cost KPIs with the global BPO network team. : Accurate forecasting to ensure delivery on SLAs, cost and customer experience Ensure effective governance between different lines of business. Lead India Community Operations updates in different forums Genuinely passionate about the customers and enjoy staying close with customer experience everyday Demonstrated business lead with at least 8+ years of deep, hands-on management of functions that included combinations of the following: support, operations, business analytics, customer loyalty and retention, and project management. Ability to unite people from different backgrounds to accomplish a visionary goal or drive a new change Creative in finding the optimal solutions for the toughest problems within the time and resource constraints : Manage multiple stakeholders in India city & operations, product, global strategy, regional community operations and global network teams. Ability to work without direct control and authority but through influencing skills Ability to inspire participation and ownership, along with a continuous focus on action, customer satisfaction, support personnel satisfaction and financial management. Youll coach, counsel, and develop team members to position them for advancement. Youll conduct all business with the highest ethical and professional standards Solid analytical skills and effective on presenting data-heavy insights in simple formats Communicate efficiently (both oral and written) among large group of stakeholders across different regions and levels Ability to take initiative in a constantly-changing work environment and manage self-pace for multiple projects. Prior related experience in the customer-centric industries/companies is a plus (e.g. customer experience in hospitality, travel, tech, etc) MBA or relevant graduate degree from a top school preferred

 

Company Name : UBER

Preferred Location : India

 

Job Requirements :

 

Salary Offered :

Unspecified

To Apply

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