Uber's courier-partners are our most important "customers" and our Support Operations Centers help us in building a best-in-class service and operations experience for those courier partners (customers). Support Operations Centers help our courier-partners get on the road for the first time, build engagement with the platform over time, and provide a home base for the driver community.
Operations Team Lead (Project Manager) would be the custodian of our Virtual Support Operations for Uber Eats.
In this role, you'll help to convert leads to registered courier-partners, overlook and lead a team of Support Operations Experts, support their operational needs, act as the custodian of the complete Virtual Support Operations process, and guide day-to-day operations to ensure a smooth process flow.
You will work together with cross functional teams to make sure your Virtual Support Operations team provides assistance to cater to the needs of Courier Partners and other key issues.
Metrics Management: Ensure metrics assigned for the Team and the City are monitored and achieved
Funnel Management: Oversee the customer journey, manage the leads that are generated and optimize where required to increase the funnel conversion
Team Management: Attendance, leave, discipline, training & development, progression planning, grievances, and administration work of Support Operations Experts.
Project Management: Plan, lead and oversee the entire project from ideation to completion whilst interacting with relevant stakeholders
Process Owner: Accountable for the overall Virtual Support Operations and sole custodian for the end to end process of it
Continuous Improvement: Report on Virtual operations' performance data to be utilized for improvements of overall Virtual Operations Center performance and continuous improvement.
Analytics: Be an excellent data driver decision-maker, through running analytics and data deep-dives to drive decisions for ops management and improvements.
Daily Support Operations Center Operations: Overlook while supporting or taking up ad-hoc tasks arising basis business demands.
2-4 years of work experience in any Sales/Marketing/Operations roles
Strong leadership, analytical (Google Suite), interpersonal and communication skills is a must
Ability to work under pressure and extended hours to support the business requirement
Team Management for 1 year would be an added advantage
Degree in Business Management and/or any Professional Qualification would be an added advantage
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