Safety Customer Experience

Há 2 dias

Osasco, Brasil Uber Tempo inteiro

**About the Role**

As a member of the Community Operations Team, you will drive the analysis behind company-wide decisions related to our community's support experience. You will help support strategic decision making processes through your analytics, heavy data driven approach, and operational mindset.

For this role you should have excellent analytical skills, excellent time-management and organizational habits, and the ability to clearly communicate and present information for stakeholders at all levels of the business.
- Drive analysis on important strategic decisions improving the experience for our driver partners, riders, couriers, eaters and restaurants;
- Work with Project Manager and business partners to understand the “Why?” in addition to the “What?” behind Uber’s biggest customer support challenges;
- Ensure adherence on our policies and processes to make sure BPOs & COEs are providing the best support to our customers;
- Preparing and running weekly Business Reviews and data analysis;
- Help on support policy definition and troubleshooting processes;
- Coordinate support content efforts to make sure we provide the knowledge our BPOs & COEs need;
- Perform weekly and ad hoc data analysis to keep the nerve center of our operations engine running at full speed;
- Coordinate with other members of the Community Operations Team to measure the impact and efficiency of new products and business processes;
- Build, maintain, and communicate detailed reporting models to assist city-level, regional, and operations managers;
- Manage quality calibrations to ensure quality and consistent processes;
- Manage all escalated C360 submissions for your respective support queue;
- Case manage C360 submissions that require stakeholder input (Content Manager/Product/Eng/City Team).

**Basic Qualifications**
- The ability to speak, read, and write fluently in English is critical;
- Experience with Excel, plenty of experience working with data;
- Excellent communication skills and ability to interact with internal and external partners;
- Empathy and understanding of users, delivery partners and partner restaurants;
- Proactivity;
- Problem Solving;
- Process optimizer, excited about the opportunity to create and experiment with support processes.

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