Head of Enterprise Support Operations
This job is no longer available
There are still lots of open positions. Let's find the one that's right for you.
About The Position
As the Head of Enterprise Support Operations, you will be responsible for operationalizing Uber's Enterprise support programs, which cater to a diverse range of Enterprise customers including those utilizing Uber for Business, Uber Direct, Uber Fleet, Uber Health services, Grocery & Retail, and Online Food Delivery services. This role requires leveraging advanced stakeholder management capabilities and exceptional global leadership skills to drive a globally dispersed, cross-functional team in designing, implementing, and operating Uber's global Enterprise support programs. You will need to possess deep customer support operations experience, the ability to exercise thought leadership, and the aptitude to implement programs and facilitate operational improvements across a network of sites. In this position, you will provide thought leadership on best-in-class Enterprise support operations, focusing on areas such as agent lifecycle management, footprint strategy, and measurement/analytics and reporting. Collaborating with key stakeholders will be essential to design Enterprise support operations programs that deliver expected customer experiences and business outcomes. You will conduct gap analysis on best-in-class Enterprise support operations versus the current state, designing a gap closure plan that includes a roadmap, investment requests, ROI, and cross-functional dependencies. Your role will also involve helping senior leaders understand the relative impact of these investments on their respective portfolios to influence their buy-in and accelerate the success of the Enterprise program. Leading the operationalization of Uber's Enterprise support programs will require collaboration with various cross-functional teams, including Uber's Operations (in-house centers of excellence and BPO teams), Learning & Development, Knowledge Management, Quality, Workforce Management, and Reporting teams. You will create and maintain operational governance of Uber's Enterprise support programs, raising the standard of support by fostering a culture of continuous improvement and increasing awareness of how key components operate differently compared to B2C support operations. Representing the customer and agent's voice will be crucial, as you will act as a critical thought partner to operations and product leaders in developing an outstanding experience for both customers and agents, which may include providing input to Enterprise tech changes. You will take ownership and proactively support and improve the quality of our Enterprise services, demonstrating inventiveness in removing roadblocks and finding creative solutions.
