Head of Community Operations, MEA

Posted By Gulf Recruitments
Uber - Dubai - Uber is looking for a Head of Customer Experience for Rides in Middle-East, Africa and Pakistan (MEA). The role will be centered on scaling a support structure and optimising the customer experience across all support channels for Rides support in MEA. You'll be scaling support in an innovative way at a company that's growing rapidly and changing constantly. This includes managing the overall operations and footprint strategy (eg BPOs or Centres of Excellence), channel strategy (In-App Support, phone, chat or in person, via our "Green Light Hubs"), owning the budget and managing to financial targets, delivering great customer experience (e.g. time to answer on agreed upon SLAs, customer satisfaction, reducing 1* experiences), managing risk (Safety issues, support abuse and Compliance), implementing scaled operational processes beyond the support scope where relevant and managing a diverse team spread across the region. The role combines all these facets as well as managing stakeholde...

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