Uber—Sr Operations Manager, Executive Community Relations (APAC)

Job description

Description: About the Role Our Executive Community Relations (ECR) team is Uber’s white-glove approach to providing end-to-end resolution across lines of business and customer types. ECR steps in on complex customer issues and failed support experiences with the goal of rebuilding trust, restoring customer loyalty, and identifying recurring issues that can be surfaced to partner teams for root-cause investigation and improvement. The Senior Operations Manager, ECR is responsible for the operational performance and continuous improvement of ECR support. You will lead through Customer Support Managers and Team Leads, ensuring teams consistently deliver high-quality customer outcomes while meeting operational KPIs, quality standards, and service-level requirements. This role requires someone who combines strong operational discipline with excellent people leadership and customer judgment. You will stay close to frontline operations, use data and escalation trends to understand where the customer experience is breaking down, and partner with cross-functional teams to drive meaningful improvements. What You’ll Do - Lead and motivate teams, including Customer Support Managers, Team Leads, and Representatives, to consistently deliver against customer experience, quality, productivity, and service-level goals. - Develop Customer Support Managers into strong people and process leaders, creating clear accountability while coaching them to make effective decisions in complex and ambiguous situations. - Lead the delivery of white-glove support for complex and sensitive customer escalations, ensuring customers receive thoughtful, end-to-end resolution following failed support experiences. - Uphold a high-quality support experience through the measurement and management of customer satisfaction, resolution time, quality, and other critical operational KPIs. - Stay connected to frontline operations and use escalation trends, customer feedback, and operational data to identify recurring pain points and potential root causes. - Surface systemic issues to relevant partner teams and work cross-functionally to help drive improvements to processes, policies, tools, and the broader customer experience. - Integrate teams across multiple shifts to deliver consistent customer support and achieve service-level requirements. - Ensure Managers and frontline teams have clarity around priorities, goals, metrics, and decision-making expectations. - Act as the ECR subject-matter expert and primary Operations point of contact for the region and/or lines of business you manage. - Partner closely with Program, Product, and other cross-functional teams to translate frontline operational insights into actionable improvements. - Lead monthly business reviews with key stakeholders, highlighting performance, customer insights, emerging risks, opportunities, and clear action plans. - Create an inspiring and inclusive culture that enables people to do their best work and develops a strong pipeline of future leaders. - Secure the resources, tools, and cross-functional support required for your teams to meet business objectives. Basic Qualifications - 5+ years of professional experience in a high-volume, highly productive customer support, customer operations, or service-industry environment. - 3+ years of experience managing managers and leading large operational teams. - Experience leading customer support operations involving complex escalations, service recovery, complaints, executive escalations, or other high-touch customer support environments. - Demonstrated experience owning and improving operational and customer experience metrics such as CSAT, quality, resolution time, SLA, and productivity. - Strong analytical skills with a high degree of comfort working with spreadsheets and using data to identify performance trends and opportunities. - Demonstrated ability to set clear team goals, develop people to high levels of performance, and manage effectively through challenging situations. - Strong judgment and the ability to make effective decisions in ambiguous, time-sensitive customer situations. - Excellent attention to detail, organizational, and project management skills. - Outstanding written and verbal communication skills, including the ability to communicate effectively with peers, cross-functional partners, and senior leadership. - Comfort operating in a fast-moving environment with ambiguity and change. Preferred Qualifications - Experience working in white-glove support, escalations, social care, premium support, complaints, or service-recovery operations. - Experience partnering with Product, Program, Policy, or other cross-functional teams to address systemic customer issues. - Experience operating across multiple shifts, regions, or distributed support teams. - Knowledge of Lean, Six Sigma, or Kaizen methodologies. - SQL experience