Job Description

Head of Community Operations, UberEats UK

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, 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.

The Head of Comm Ops Eats manages and is responsible for optimizing all of our customer interactions (i.e., eaters, couriers, restaurants) across all channels for United Kingdom + Ireland. Her/his mission is to deliver a world class experience for every interaction we have and doing this in the most efficient and lean way possible for all our eaters, couriers, and restaurants. All this done in a way that establishes trust for our community, which is of paramount importance and integral to the way our customers experience our product. The day-to-day consists of managing and leading a team of local Community Operations Managers, and building and fostering strong cross-functional relationships with Director-level stakeholders across Operations, Finance, Legal, Marketing, etc.

Ultimately, the Head of Comm Ops Eats will be held accountable for the full suite of support health metrics (e.g., queue health, SLAs, contact volumes) for her/his territory. A strong bias towards data balanced with high emotional intelligence is crucial to ensuring the optimal experience for our customers - both internal and external to Uber.

What You’ll Do

• Recruit, manage, coach, and take a deep interest in the career development of the members of your team
• Drive thought leadership in your region both within Community Operations and across other business lines on all things related to the Eats customer (i.e., eaters, couriers, restaurants) experience
• Influence executive/director-level leadership on how to quickly and efficiently scale human-based support processes across a globally distributed labor force
• Scope, plan, and execute forward-looking projects that enable Uber's leadership to make strategic decisions on the future of customer interactions within your region
• Coordinate with other Regional/Functional Leads within the broader Europe/Middle East/Africa Community Operations team and stakeholders across the business (e.g., Central Operations, Product, Marketing, Finance)
• Develop high-impact communications and presentations tailored to an executive/director-level audience

What You’ll Need

• Bachelor's degree with preference for concentration in a business-related field (e.g., Finance, Operations Management, Marketing); open to candidates from all backgrounds
• Minimum 8 years of customer support, management consulting, strategy, operations, or related experience
• Minimum of 4 years of hands-on people management experience
• Drive to inspire and motivate a team built on people management experience
• Excellent verbal and written communication, as well as data visualization, skills
• Experience operating with and amongst senior leaders (e.g., executive/director level)
• Ability to work with cross-functional teams
• Balance attention to detail with swift implementation
• Outstanding problem solving skills leveraging data-driven insights

Bonus Points If

• High-growth start-up experience
• MBA; Business-related Master’s degree

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