Job Description

Community Operations Manager - Uber Eats Korea

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 let’s move the world forward, together.

At Uber, providing amazing support that establishes trust within our community—across riders, driver partners, Uber Eats customers and delivery partners—is a core feature of the Uber user experience. We’re obsessed about providing the highest quality service executed in the smartest, most efficient way. And for Uber to continue its growth and success, we need to be able to not only improve but also scale our fast-growing support operations.

We’re looking for a Community Operations Manager to develop and lead efforts to build, operate, scale and improve our support operations for Korea. Based in Seoul, this managerial role comes with a heavy focus on leading teams, solving problems through data analytics, steering cross-functional discussions, delivering stellar operations outcomes, and continuous process improvement.

WHO YOU ARE

• A lover of process and optimisation . You will be revolutionising support for the Uber community. You’re excited about the opportunity to create and experiment with support processes, and are willing and able to lead others in iterating and implementing them.
• Data-driven and analytical in mindset . You can look at any spreadsheet and know the right questions to ask to get to actionable outcomes. You know how to explain data in a compelling way to get buy-in from your key stakeholders.
• An ace problem solver. You embrace challenges, and would stop at nothing to generate solutions--whether they’re hacky, short-term workarounds, or more sustainable, long-term process changes. You can design the right solution for the right environment, and have the diligence to follow through, win stakeholder buy-in, and deliver the desired outcomes.
• A brilliant communicator . You’re eloquent and able to strike the perfect tone, whether you’re explaining a new policy to riders, or explaining the recommendations of a data-driven study you conducted to regional stakeholders.
• A natural leader . You are passionate about leading and developing teams to perform at the highest levels while maintaining a fun and collaborative environment.
• Incredibly empathetic and understanding of both riders and driver partners alike. You will be a powerful advocate for Uber’s users and are obsessed with the community experience.
• Naturally curious . You love learning how things work and you’re always looking for ways to innovate. You enjoy testing different support strategies and tracking the results.

WHAT YOU’LL DO

• Lead a team of Community Operations Specialists to achieve operations outcomes and deliver projects with significant business impact.
• Be a passionate advocate for all our customers, championing customer experience within the broader Korea team.
• Pilot and own new initiatives that transform our support operations and improve the level of service we provide ; iterating existing support modalities and launching new ones as the business continues to grow.
• Dive deep into the numbers , surface patterns and draw out actionable insights, and ultimately make data-driven process improvements.
• Work with internal stakeholders, be it local teams to improve how we move cities in Japan, or global teams to improve internal tools and the overall user experience.
• Listen attentively to the voice of Uber’s community and provide actionable insight to the rest of the company that directly impacts how the Uber app works.

QUALIFICATIONS

• Bachelor’s degree or MBA in business, economics, finance or any science-related fields
• People management experience with proven ability to effectively manage team members, set team goals, develop people to their highest levels of performance, and manage through challenging managerial situations
• Prior professional experience with optimisation, processes, systematic organisation, program/project management
• Demonstrated experience in using data to get to outcomes
• Exceptional writing and verbal communication skills
• Native Korean Fluency and excellent English Communication

PREFERRED QUALIFICATIONS

• Experience working in high-volume or extremely fast-paced environment
• Consulting or Investment Banking background preferred but not required
• Experience working in a support organisation or for organisations known for stellar support outcomes is a plus
• Previous managerial or project lead experience

PERKS

• Employees are given Uber credits each month
• Ground floor opportunity with the team; shape the strategic direction of the company
• The rare opportunity to change the world such that everyone around you is using the product you built
• We’re not just another social web app, we’re moving real people and assets and reinventing transportation and logistics globally
• Sharp, motivated, hard-working co-workers in a fun office environment

See our Candidate Privacy Statement

At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.