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Global Head of Social Support

uber Uber

Uber is changing how people think about transportation, part of the logistical fabric of 600+ cities. Whether it’s a ride, a sandwich, or a package, Uber gives people what they want when they want it.

About the Role

At Uber, providing world-class customer support to riders and driver partners is a core feature of our product experience. Delivering this caliber of support isn’t easy – it takes leaders who can understand Uber’s operations, adapt to our constantly evolving business, and help solve problems where no solution currently exists.

We’re looking for a senior leader to join Uber’s Global Service Design team. The ideal candidate will work with a large number of regional customer support teams that support our Mobility and Delivery businesses, regularly engaging with cross-functional teams like Product, Marketing and Legal.

This role will define how our Social media support works, develop strategies for social reputation management, improve customer engagement on social media, monitor, analyze and improve social media support performance and liaise with Communication, Marketing and Regional teams to operationalise the support vision through social media channels.

The ideal candidate for this role should have strong people management experience, analytical process, excellent time-management and organizational habits, and the ability to clearly communicate and present information to gain consensus at all levels of an organization. The person in this role must be a strategic thought partner while being able to effectively deliver against key objectives. Further, we are looking for a highly adaptable candidate who is able to adjust between long-term critical initiatives one moment and rapid, tactical actions the next.

What You’ll Do

• Provide leadership, management, and vision for Uber’s Customer Support organization
• Lead, empower, and develop a team of Global Program Managers responsible for strategic design, technical program management, and operational improvements within a time-sensitive and fast-paced environment
• Lead social media support strategy, manage online reputation when it comes to support and improve customer engagement on social media
• Be a thought partner to Communication, Marketing and other teams in developing and operationalising the support vision through social media channels
• Develop a reporting cadence on performance, trends, and projects designed to standardize, improve processes, enable technical enhancements and enable better performance of the programs you support with global impact
• Serve as a thought partner to regional and global leadership in developing an outstanding experience for the customer while balancing trade-offs
• Collaborate and influence teams such as Marketing, Communications
• Be savvy in subject matter for the lines of business which you support, and act as a key point of contact to internal partners throughout Uber
• Own updates and presentations to an executive level regarding your team’s work

Basic Qualifications

• At least 10 years of professional experience in consulting,, customer service strategy & planning
• At least 4 years of experience managing team with multiple direct reports.

Preferred Qualifications

• Excellent communication (written, verbal and visual), organization, time management, and prioritization skills
• Experience of working in leading Consulting Firms in developing strategy & recommendations and handling client communications
• Experience leading or consulting high-volume, global organizations with a minimum of 7 years of managing managers
• Experience fostering teams in high-growth, ambiguous environments
• Proven ability to drive significant business improvement by influencing cross-functional and geographically diverse teams
• A consistent record of analyzing data to identify trends and present key findings (both quantitative and qualitative) to inform customer-focused decisions and generate action
• Experience presenting and engaging with VP-level and above leadership to build awareness and gain consensus in challenging topics.
• Experience leading Social Media Care
• A willingness to roll up your sleeves, roll with the punches, and travel

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Global Head of Social Support

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Uber is changing how people think about transportation, part of the logistical fabric of 600+ cities. Whether it’s a ride, a sandwich, or a package, Uber gives people what they want when they want it.

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