Global Program Lead Agent Platform
- Uber
- 8 - 9 years
- Bengaluru
- 3 years ago
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Job Description
About the Role
The Global Program Lead for the Agent Platform Team will own the strategy along with implementation of products and programs spanning across Ubers customer support technology and tools. The successful candidate would be a problem solver, who is able to dive into unstructured environments and conflicting priorities to design and influence product solutions. The individual will be expected to manage a diverse set of stakeholders across teams, businesses and geographies. The role requires strong stakeholder management, excellent timemanagement, workforce management knowledge and the ability to clearly articulate and present information for stakeholders at all levels of the business.
What Youll Do
Coach, mentor and guide direct reports to help them define global strategy for their projects and programs Work cross functionally to drive process, metrics, and tools improvements across several areas of Ubers vast customer support network Lead biannual bottom-up tech planning process by capturing, consolidating, and framing regional inputs Program manage standardization and communication to various stakeholders Create and own clear processes for sustainment of projects within the assigned program/buckets of work Continuously refine and enhance products and tech to deliver cost savings and other efficiencies to Ubers customer support network
What Youll Need
Minimum of 8 years of professional experience with a background in project management, contact center operations, strategy, product operations, or management consulting Minimum of 2 years previous team management experience Prior experience working with workforce management Proven leadership capabilities, acting as a role model for direct reports and other junior team members Exceptional communication and organization skills Flexibility - You have the ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment Ability to shape and adapt your teams mandate as it relates to other teams in a layered/matrixed org (across different Uber businesses, across regions, at a global level)
Entrepreneurial spirit - You have the drive to continue building and improving all processes. Customer Support Operations tech experience Data science and machine learning familiarity
Well versed in the inner-workings of a contact center
Job Classification
Industry: Internet, EcommerceFunctional Area: IT Software - Application Programming, Maintenance,
Role Category: Senior Management
Role: Senior Management
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required
Contact Details:
Company: UberLocation(s): Bengaluru
Keyskills: contact center operations Customer support operations Team management Workforce management Time management Project management Management consulting Machine learning Global Strategy Stakeholder management
Uber
Ubertal was created in 2011 in Silicon Valley with the initial objective of helping high growth software companies solve their toughest business challenges. Through this process weve identified common challenges faced by companies and have developed our own software solutions (IP) and co- created s...
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