We are seeking a highly motivated and experienced Community Operations Manager to join our growing team in the Cairo Centre of Excellence (COE). This pivotal role will be instrumental in building and leading our support footprint for Autonomous Vehicle (AV) operations from the ground up. As AV technology continues to expand within Uber, this support team will be responsible for handling inbound phone queries, providing essential assistance to Riders on pre-trip, on-trip, and post-trip issues related to AV services.
You will be at the forefront of establishing a new, high-performing support function. This role demands extensive operations management expertise, with a strong preference for experience in managing inbound phone teams. You will be responsible for setting and upholding excellent high-performance standards, working closely with diverse cross-functional stakeholders to build out this critical support structure. We are looking for a highly engaged, knowledgeable, and hard-working individual who is eager to dive deep into the details, build functional expertise, and cultivate a strong performance-driven culture within their team.
What You'll Do
Operations Setup & Management
1. Build & Scale: Lead the establishment and scaling of the AV operations support team in Cairo, defining processes, workflows, and quality standards from inception.
2. Performance Excellence: Set and drive high-performance standards for the new team, ensuring consistent delivery on key operational metrics and service level agreements (SLAs).
3. Team Leadership & Development: Recruit, empower, and develop a high-performing team of frontline support agents and Team Leads. Foster a culture of accountability, continuous improvement, and customer-centricity.
4. Resource Optimization: Oversee initial workforce planning, resource allocation, and operational forecasting to ensure adequate support capacity for AV operations.
5. Data-Driven Insights: Utilize data analytics to monitor performance trends, identify bottlenecks, and drive continuous improvements in support processes for the AV vertical.
Service Excellence & Rider Experience
1. Customer Advocacy: Champion a Rider-first approach, identifying pain points in the AV support experience and leading initiatives to improve issue resolution and Rider satisfaction.
2. Process Innovation: Develop and implement strategies to enhance AV-related service quality, with a focus on first-contact resolution and efficiency in handling pre, post, and on-trip queries.
3. Functional Expertise: Develop deep functional expertise in AV operations and support, becoming a go-to resource for complex issues and training needs.
Cross-Functional Collaboration & Stakeholder Engagement
1. Partnership Building: Work closely with cross-functional stakeholders teams, to build seamless support structures and integrate AV support into the broader Uber ecosystem.
2. Feedback Loop: Establish strong feedback loops with product and engineering teams to translate operational insights and Rider feedback into actionable improvements for the AV product and support tools.
3. Problem Solving: Lead problem-solving initiatives that address systemic support challenges within the AV space, using structured methodologies to eliminate inefficiencies and improve response times.
Qualifications
1. Experience:
2. Minimum of 3 years of experience in operations management, preferably within a fast-paced, high-volume customer support environment.
3. At least 3 years of direct people management experience - managing inbound phone teams in a bonus.
4. Experience in building and scaling operational teams or functions from scratch is highly desirable.
5. Operational Acumen: Proven ability to drive operational efficiency, set high-performance standards, and manage complex workflows.
6. Problem-Solving: Very strong problem structuring and solving skills, with the ability to deal with ambiguity and identify root causes.
7. Communication: Exceptional communication skills, adaptable to various situations - from team updates to discussions with cross-functional partners.
8. Customer Centricity: Incredible empathy and understanding of users, with a passion for delivering best-in-class customer experiences.
9. Agility & Resilience: Calm under pressure, with outstanding interpersonal skills, integrity, and strong follow-through on tasks. Ability to be agile and a pace-setter in a dynamic environment.
10. Curiosity: A love for learning how things work, always looking for innovative improvements is key.
11. Data Literacy: Competency in data interpretation and the ability to map processes to data for informed decision-making.
12. Stakeholder Management: Strong ability to influence and collaborate with cross-functional teams and senior leaders, balancing multiple perspectives while driving service improvements.
Bonus Qualifications
1. Experience managing inbound phone teams is a bonus
2. Degree in Business, Operations Management, or a related field
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