Sr. Program Manager Support Policy Harmonization

Encontrado en: beBee S MX - hace 1 mes

Ciudad de México Uber A tiempo completo

Uber's Centers of Excellence, or COEs, are contact centers dedicated to providing world class customer support to riders and drivers 24/7. As a COE specialist, you'll be part of a team focused on helping customers in an area of our business, such as Rides, Eats, or Freight support. Each time solves issues for customers or partners, like updating drivers about their background checks, making sure restaurants featuring Uber Eats get paid, or helping riders troubleshoot the app.

You may even be a part of the safety team, addressing accidents or other critical incidents. You'll represent Uber while taking calls, responding to emails, or exchanging chat messages with these customers, finding answers and delivering solutions. Over time, you'll identify broader issues and common concerns.

Uber values the insight COE specialists gain while helping customers. You'll be empowered to suggest system and app improvements that make a real difference. Your voice matters.

Whether you reach solutions individually or with the help of your team, you'll make our community stronger and our service better. COE specialists are expected to adapt to, observe, and inspire change. Each person that contacts you is unique, and each problem is important.

For example, you may receive a call from an upset customer with a complex issue. You'll need to calm the customer while you investigate with various resources, using multiple programs to find a solution. Your next interaction may be a chat with a customer, answering a question about the app.

You'll need to think on your feet to interpret each customer's situation and find the right process to follow. COE specialists need to adapt and learn quickly because Uber's policies, processes, and app are always improving. At Uber, we pride ourselves on being a dynamic environment.

Embracing change and understanding how it impacts our business is key to thriving. Uber COE specialists need to take the good with the bad and keep moving forward. We operate in a fast-paced environment, and our day is filled with a variety of customer challenges.

COE specialists stay focused and energetic, giving each customer the top tier support they deserve. At times, you'll help upset customers with difficult situations that may not turn out how you'd like. You'll need to be able to recenter and work with your next customer with optimism and care.

Along with managing challenging conversations, you'll need to be comfortable working in a performance-driven environment. Your interactions will be tracked and evaluated against defined metrics that measure your performance and growth. Based on your performance, you'll receive feedback and coaching.

It's important to accept and integrate this coaching in a positive way. The best COE specialists don't let tough situations hold them back and are motivated to improve. You drive your growth at Uber.

Uber wants to see you succeed. When you are proactive and share your career aspirations, you'll be encouraged to pursue them. You are empowered to reach your goals by having access to internal and external online courses to learn job and other professional skills.

You can accelerate professional development with support from your manager, chances to work or collaborate with other Uber teams, and opportunities to practice skills that will help you achieve your potential. Uber wants you to have a future here. You're encouraged to explore other careers within Uber, including advancement within COE or expanding into other roles.

It's up to you to tell us where you wanna go. Uber COE is a vibrant and tight-knit working team. You make our team better when you bring your whole self to work.

Our culture of being thoughtful and voicing our feedback sets Uber apart. We are expected to speak up and drive Uber's improvements while we collaborate and support each other. Uber values who you are and cares about your wellbeing.

When you join Uber, along with competitive pay and bonus opportunities, you'll have access to unique benefits aligned to your region, for example, healthcare, a wellness allowance, parental leave, and one of my favorites, Uber credits for rides and food. At Uber, you're not just getting a job done. You're part of a community that celebrates and embraces each member's diverse perspective.

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