About the Role

Are you ready to shape the future of customer experiences in the mobility sector? As the Head of Community Operations for Mobility (Rides), you'll be at the helm of designing and enhancing the journey for our riders and drivers across one of our key markets globally: France. You'll lead the charge in delivering unparalleled customer support and streamlined operations.

In this pivotal role, you'll oversee a talented team of Regional CommOps Managers and Specialists, driving them to excel in customer engagement and support. You'll forge strong cross-functional partnerships with France's General Manager and senior business leaders in Operations, Finance, Legal, Marketing, and beyond. Your mission: to equip our front-line agents with the tools and motivation they need to create unforgettable Uber experiences, continuously improve processes, and champion customer-centric initiatives.

What you'll do

1. Champion Customer Experience: Lead the charge in promoting customer-centric thought leadership across Community Operations and other business lines. Understanding the end to end customer support journey (technology, agent, process, policy, etc) and providing actionable Voice of Customer insights from the key points along the journey.
2. Oversee and promote Operational Excellence: Maintain consistency and efficiency across all support channels, including in-person, in-app, and phone support, and react to unforeseen operational challenges as they come up. Efficiently supported by enabler" teams
3. Stakeholder Relationship Management: Foster and nurture key relationships across the Uber business, acting as the nexus of CommOps in the region, efficiently flexing Central or functional experts when appropriate
4. Maintaining Strategic Project Portfolio: Scope, plan, and ensure execution of strategic projects that are in line with local country needs, regional and global direction. Obsessed about quality, efficiency and scalability. Identify local challenges, stack rank for impact. Determine best way to get done (Regional, Central, Global)
5. Drive Success Metrics: Own and exceed targets for driver acquisition, customer satisfaction, support inflow rate, engagement initiatives, operational SLAs, and financial performance.
6. Global First CommOps ambassador - proactively championing the value of Global first approach to Local Ops, while maintaining appropriate capacity to surface local nuance for Globally driven projects
7. Thought partner to Ops: Work closely with Regional/Functional Leads and business partners across EMEA Community Operations. Understands problems and recommends the right way to solve (in the most efficient and scalable way). Seeing upstream and downstream, understanding risks, and diverts potential issues (See the Forest)
8. Team Development: Recruit, manage, and mentor your team, taking a keen interest in their career growth and development.

• 8+ years of experience in operational leadership, with a focus on managing and developing teams.
• Proficiency in both French and English.
• Demonstrated success in driving customer experience improvements and enhancing operational efficiency.
• Skilled in process optimization, organizational development, and project management.
• Strong organizational skills with attention to detail.
• Ability to work effectively under pressure and meet deadlines.

• Experience in optimizing processes and managing intricate projects.
• Ability to excel in a dynamic, fast-paced environment and juggle multiple priorities.