Head of Enterprise Support Operations

$162,000 - $200,000/Yr

Uber - New York, NY

Full-time - Senior

New York, NY

Transit and Ground Passenger Transportation

About the position

The Head of Enterprise Support Operations at Uber is responsible for operationalizing the company's Enterprise support programs, which cater to various business sectors including Uber for Business, Uber Direct, Uber Fleet, Uber Health, Grocery & Retail, and Online Food Delivery services. This role requires advanced stakeholder management and global leadership skills to drive a cross-functional team in designing, implementing, and operating these support programs. The ideal candidate will have extensive experience in customer support operations and a strong ability to facilitate operational improvements across multiple sites.

Responsibilities

• Provide thought leadership on best in class Enterprise support operations, including agent lifecycle management and measurement/analytics.
• Collaborate with key stakeholders to design Enterprise support operations programs that meet customer experience and business outcomes.
• Conduct gap analysis on current Enterprise support operations and design a gap closure plan, including roadmap and investment requests.
• Lead the operationalization of Uber's Enterprise support programs in collaboration with cross-functional teams.
• Create and maintain operational governance of Uber's Enterprise support programs.
• Foster a culture of continuous improvement in Enterprise support and raise awareness of operational differences from B2C support.
• Represent the customer and agent's voice in developing outstanding experiences for both parties.
• Take ownership of improving the quality of Enterprise services and proactively remove road blockers.

Requirements

• Minimum 7 years of experience leading Global Enterprise Customer Support operations.
• Minimum of 2 years of experience in customer experience strategy and design in global contact center operations.
• Demonstrated success in designing and implementing Enterprise customer support programs.
• Proven experience delivering results in Enterprise support operations.
• Experience driving programs in a highly matrixed organization.
• Strong analytical skills to interpret data and make informed decisions.
• Ability to deal with ambiguity and adapt quickly to change.
• Self-starter with minimal oversight required.
• Exceptional people skills and ability to guide cross-functional teams.
• Strong stakeholder management skills to influence others.
• Outstanding written and verbal communication skills.
• Bachelor's degree or equivalent work experience.
• Willingness to travel domestically and internationally 25% of the time.

Nice-to-haves

• Consulting experience.
• Project and Change Management expertise.
• Experience working in a start-up environment.
• Experience with Business Process Outsourcing firms.

Benefits

• Participation in Uber's bonus program.
• Potential equity award and other compensation types.
• Various benefits as detailed on Uber's careers page.