Finance and Economics Management & Business Others Marketing and PR
1 - 3 Years
November 26, 2019
S&P Lead- MEA CommOps
Postcode 1097 in Amsterdam Oost
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and lets move the world forward, together.
About the Role
As Strategy & Planning Lead for the Middle East & Africa (MEA) Community Operations Team (spanning 16 countries with large existing businesses and very high growth potential in many more countries, and an S&P team with 3 direct reports), you will work with the MEA CommOps Director, the subregional Customer Experience Leads, and in close partnership with the Central CommOps teams, EMEA COEs and BPOs, Customer Obsession Product / Engineering team and Central & Regional Ops teams, to help strategise, plan, execute, monitor and report progress on transformational programs across different geographies and product lines.
You will be driving the vision and execution of our strategy across the MEA region which will include developing presentations to communicate strategic plans and visions, reporting on weekly/monthly/quarterly results and opportunities, authoring strategic initiatives, exploring complex business issues, conducting drivers, riders, and market analyses, organizing key strategic meetings with different teams, and developing action plans.
MEA Community Operations Strategy & Planning is a seasoned team whose mission is to ensure we give proper attention to incubating some of our highest impact priorities within the region. This includes very strong stakeholder management and alignment across local, sub-regional, regional and central teams.
What You’ll Do
Actively support the region and subregional teams by participating in key strategic decisions, advising on cadence and project management, and monitoring strategic priorities; youll travel to the regions as needed to turbo charge implementation of identified opportunities
Develop presentations to communicate strategic plans and visions to all levels of stakeholders
Program manage initiatives driving operational excellence through diligent project management, process improvements and better efficiency across the MEA region
Explore complex business issues, plan and lead high-impact initiatives to improve customer experience processes at reasonable costs and other related KPIs in close collaboration with local, regional, and central teams, often cross-functionally. Managing cross-functional regional strategic projects
Course correct if the business needs change, new priorities come up or initiatives fail to deliver or are delayed / derailed
Liaise with Regional Ops teams to develop a best-in-class customer experience while making the business profitable and, be a partner to the Regional Ops team to co-lead initiatives focused on delivering cost-effective best-in-class customer experience; Deliver insights of the voice of the customer to the Regional, Central CommOps team, and our stakeholders and follow up with actionable recommendations
Explore how the business can be scaled through Community Operations in areas beyond support
Be athought partner to MEA and EMEA CommOps leadership team driving continuous improvement efforts to better serve all our internal and external customers and partners
Engage with product to deliver end to end solutions at scale that assist MEA CommOps with achieving the targets for growth and cost efficiency
Develop a consistent, structured approach to business planning across MEA and together with EMEA S&P, and supporting the Regional Director and CX Leads to build and implement the strategic priorities and long-term vision for CX in the region
What You’ll Need
A Minimum of 7 years of work experience in consulting, strategy, business intelligence or related areas, including leadership of project teams and management of junior team members. High-growth operations or startup experience a plus
Bachelors or Masters degree in science/engineering, economics, finance, management, social sciences, law or similar field
Great understanding of business strategy across regions and product lines, ability to take a long-term view
Data-driven and analytical in mindset, you can look at any spreadsheet and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way.
Self-starter attitude and ability to exercise judgment and solve difficult problems
Great leadership skills to manage a team
Great communication skills and stakeholder management to work with teams around the EMEA region as well as globally in an ever-changing, rapid growth environment with tight deadlines.