Job Description

Description

About the Role Our mission is to ensure all Uber users have a seamless customer care experience, while also protecting Uber’s reputation. To do this, we are expanding a new team called the Social Brand Reputation Team (SBR) to new priority markets. They sit under Global Community Operations on the Social Media Operations Response Team (SORT), but they will be closely tied to Global Brand Social and Crisis Communications. You should possess a strong enthusiasm for customer care, influencer management and crisis communications. You should be comfortable rolling up your sleeves with the details of individual customer care issues, as well as feel comfortable handling sensitive issues-centric topics. This role requires a person who is a dynamic, and fast thinker who can spot potential problems before they become a major brand risk. We are looking for someone who is always looking to improve efficiency and solve problems that arise in this high-change environment. The person should also be prepared to lead, steer, and guide junior members of the team. What will the candidate do: • In partnership with the Global SBR/SORT leads, provide white glove attention for viral and influencer posts on social media and work with Comms and Brand Social to serve as the frontline team for issues surfacing on social media • Hire and onboard two frontline specialists to run the day-to-day operations and to provide continuous support and management to these team members • Following the launch, fully run the France SBR strategy and daily operations with regional team members (Comms, Brand Social, Safety, Risk, Fraud, Escalations, etc.) • Lead the Sprinklr France SBR workflow and optimizations • Develop an in-depth understanding of customer experience by incorporating quantitative and qualitative insights and the opportunity to completely design, prioritize, and implement projects to support this fast-growing organization scale. • Lead various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liaising with policy, etc. • Elevate customer care with a Brand Social/Comms lens • Understand the full spectrum of Uber customer care policies and processes as they relate to riders, drivers, restaurants, and delivery people • Identify operational weaknesses and help improve or innovate new processes to increase overall efficiency across the organization • Work with diverse sets of senior global partners across our Community Operations team in alignment with our global strategy • Develop executive-level communications and presentations for Uber’s leadership • During an emergency or major brand crisis, be on-call during nights and weekends as needed