Courier Experience Program Lead, Emea Commops

3 weeks ago

London, United Kingdom Uber Full time

**About EMEA Community Operations**:
Community Operations (CommOps) is pioneering how Uber interacts with users around the globe. We support all Uber business lines and propositions (Mobility verticals like Rides, Hailables; Delivery verticals like Eats and Grocery, and specific propositions like Uber for Business) and cover a broad range of activities including customer service, platform safety, new partner onboarding, sales, compliance and account management. Community Operations is also Uber’s face and ears to riders and driver partners, and thus plays a key role in customer insights & advocacy within Uber.

In EMEA, we lead these activities in 30+ countries and in 20+ languages, in large scale and highly nuanced market environments and operational complexity. We are very proud of being the most geographically diversified team in Uber, and welcome you to be part of our hard-working, diversified and inclusive team

**About the role**:
The Eater/Courier Experience team is transversal to all Uber Eats markets in EMEA. Our mission is to shape customer-centric experiences that aims to provide the best customer experience to our eater and courier.

To achieve this, we’re looking for a Program Leader - Courier capable of developing a deep understanding of our courier landscape across EMEA and continuously look for opportunities of improvement. In order to do that, this person will need to use this understanding to engage the broader Uber organization to enable courier-centric process & product design, customer-first decision-making, relevant content, and, overall, a more customer centric culture at Uber within EMEA. The role involves building and fostering strong cross-functional relationships across Operations, Tech and CommOps teams, with a strong sense of teamwork and solution-oriented mindset. You will be an advocate for our customers and your leadership will instill inspiration and confidence to key stakeholders on building a successful advantage by growing and strengthening our customer focus.

This role will require (1) an outstanding customer centric mentality, and (2) a proven record to work on large scale transformational programs.

The Senior Program Lead - Courier, Delivery will report to the Eater/Courier Programs Lead and will be focused on the customer support experience for couriers in markets across Europe, the Middle East, and Africa (EMEA).

The role can be based in one of the following locations - Amsterdam (preferred), London, Paris, Madrid or Berlin.

**What you'll Do**:
The Delivery CommOps Sr Program Manager team is responsible for the following seven functions:

- ** Leadership**:Drive thought leadership on all things related to the courier’s support experience
- ** Project Management**: Project Scaling and improving support in an innovative way at a company that's growing and changing constantly.
- ** Planning & Organisation**:Design a customer-centric strategy & roadmap to drive impact at all levels across the organization;
- ** Customer Centric**:Develop a deep understanding of the couriers landscape across EMEA and passionately advocate for all couriers in order to help solve the problems they experience;
- ** Stakeholder Management **:Manage a complex set of stakeholders distributed across multiple teams within Regional Operations and the wider CommOps org;
- ** Team enablement **:Collaborate with Ops and CommOps teams to rollout strategic projects in EMEA and ensure implementation is relevant to each local markets; Leverage mega-regional takeaways and collaborate regularly to find opportunities for EMEA;
- ** 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 to senior leaders. You are able to design impactful presentations and are capable of influence and persuasion.
- Calm under pressure. You have

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