Courier Experience Program Lead, EMEA CommOps

About EMEA Community Operations

About the role

• Leadership: Drive thought leadership on all things related to the courier’s support experience
• Project Management: Driving key projects to improve courier Project Scaling and improving support in an innovative way at a company that's growing and changing constantly.
• Planning & Organisation: identify priority activities that will improve the courier experience with support, and drive their implementation across the organisation
• Problem Solving: effectively find solutions to key problems facing our couriers - determine root causes and operationalise solutions
• Customer Centric: Understand our earners better than anyone else - represent them in product/process design, and champion their voice of customer into the organization
• Stakeholder Management : Many teams participate in the experience at Uber - you'll need to understand the complex network of teams who touch the couriers and drive impact
• People Support: Recruit, manage, coach, and take a deep interest in the career development of the members of your team, if applicable.

What You’ll Need

• Experience with people management, passionate about guiding and developing teams to perform at the highest levels while maintaining an enjoyable and passionate atmosphere (if applicable)
• Incredible compassion and understanding of couriers. You will be an excellent advocate for Uber's users and are passionate about the community experience.
• Change management experience. You have previously led large scale transformational projects and been an advocate for change.
• Data-driven and analytical approach. You can look at any spreadsheet and know the right questions to ask to get to practical outcomes, and you know how to explain data in a digestible way.
• Very comfortable managing multiple, ongoing tasks in a dynamic, fast-paced environment with shifting timelines and a complex stakeholder management matrix
• Team-first attitude with a bias towards collaboration and inclusion
• Communication. You're eloquent and able to strike the perfect tone, whether you're explaining a new policy to couriers, explaining the importance of certain complicated metrics, or addressing senior leaders. You are able to design impactful presentations and are capable of influence and persuasion.
• Calm under pressure. You have excellent organizational skills, integrity, and great follow-through on tasks. You are comfortable working in a fast-paced environment.
• Natural curiosity. You love learning how things work and you're always looking for innovative solutions. You enjoy testing different strategies and tracking the results.
• Proficiency in English.