Senior Community Operations Manager, Cairo Coe

**About the Team**:Uber COEs are in-house support centers dedicated to providing premier service to riders, drivers, delivery partners, restaurants and eaters. Uber relies on the COEs to provide support for our community's toughest issues types, handle escalations from our tens of thousands of business processing outsourcing (BPO) agents, and provide an environment to pilot support for new products or test new support modalities or processes.**About the Role**:We're looking for a Sr. Community Operations Manager to lead our support operations within our Cairo Center of Excellence. Reporting into the Site Leader, you will demonstrate your experience andindustry best practices to help build effective, scalable processes. For this role you need to be operationally focused, have a flair for people management and be an enthusiastic problem-solver. You're flexible, fearless, and never satisfied with the status quo. You advocate for the right ideas that will help build great experiences for our users. This will be a Leadership role with a heavy focus on people as well as performance management and continuous process improvement. The role will be based in the Cairo Center of Excellence (COE).**What you'll do**:- Process management: The day-to-day running of your lines of business means delivering on agreed KPIs for productivity, quality and customer experience. This also ties in with managing the overall cost performance of your teams. You will be fully immersed in the process and thus will be in a position to recommend and implement ideas for improvement- People Management: As a leader of a large and growing team, you will develop your own people, guide them and work with them to unlock their full potential. You will lead by example, resolving the toughest of issues from customers and ensuring that your team constantly delivers at a high level- Change Management: As the company continues to take on 'big bold bets', you will need to be a champion to lead those changes in the Organization both from people and process standpoint- Stakeholder management: You will interact and collaborate with teams from the different regions and cities we support, constantly improving our level of service to customers - whether through exceeding on agreed service levels, suggesting improvements to support logic, or designing structures to best run our support operations. You would need to have the ability to build lasting relationships which can help influence decisions for the larger cause of the company- Site leadership: As part of the COE Leadership team, you will take part in building and running Uber's global support center that delivers world-class service to the community. You will propose, develop and implement systems, programs and processes that strengthen the foundation of the COE.**What you'll need**:- 8 minimum years of experience with operations, preferably in a contact center environment.- A problem solver. You embrace challenges, and would stop at nothing to create solutions—whether they're hacky, short-term workarounds, or more long-term process changes.- A lover of process and optimisation. You will be revolutionising support for the UberEats and Uber Rides communities. You're excited about the opportunity to create and experiment with support processes, and are willing and able to lead others in iterating and executing them.- A brilliant communicator. You're eloquent and able to strike the perfect tone, whether you're explaining a new policy to customers in writing, or explaining the recommendations of a data-driven study you conducted to global stakeholders througha video conference.- Cool and calm under pressure. You have superior organizational skills, integrity, and great follow-through on tasks.- Fluency in English required.Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.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.