The APAC COE team believes in a #GoGetIt approach. 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.
This role is a key position in the Centre of Excellence (COE), Uber Taiwan. 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.
Other Skills You Need To Be Successful
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
Basic Qualifications
People management experience with proven ability to effectively manage, set team goals,
Preferred Qualifications:
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.