Emea Commops Product Operations Lead

1 day ago

Dubai, United Arab Emirates Uber Full time

**About the role**:
As an EMEA CommOps Product Operations Lead, you’ll use your expertise to deliver innovative products and features across EMEA Community Operations.

We are looking for an individual that will be able to build a vision and strategy, implement autonomously, persuade, and engage stakeholders at all levels. Working cross-functionally you will also be partnering with global and regional teams. Helping Uber scale it's community operations optimally and improve the digital customer experiences in EMEA.

**What You'll Do**:

- Develop and implement the strategy in collaboration with the Head of Digital Solutions and TPM.
- Define the roadmap and drive the timely execution of different initiatives in the pipeline working with various teams.
- Build strong partnerships with all key business partners
- Steer the programs process by designing and implementing strong governance, collaboration and communication constructs including:

- Coordinating product cycles and large-scale cross-functional teams efforts
- Operating a highly sophisticated executional engine
- Optimize workflows with strong understanding of design architecture
- Optimize EMEA CommOps processes to source, scope, and prioritize product requests from CommOps regional teams
- Investigation into complex issues to identify root causes and potential solutions
- Present product launch impact & insights to senior leadership in CommOps and Tech to drive business decisions and influence product roadmaps
- Continuous improvement on existing product process and experience including investigating / surfacing key difficulties and insights, finding opportunities for policies, management of flows, rolling out enhanced products and features, adapting global solutions to the needs of the market.
- Work with your team to:

- Document and interpret tooling data to identify areas of improvement for agent efficiency
- Write queries, perform data analysis and develop new metrics to track user engagement and optimisation opportunities for tooling
- Create, improve and automate reporting methods through an understanding of databases, data relationships and integrity
- Build and improve data pipelines and scalable dashboards

**What You'll Need**:

- +8 years experience in Program management/Product ops/Agent tooling with highly preferred experience in credible Tech Organizations or Management Consulting
- We are seeking an experienced program manager, with organizational skills to handle opposing priorities simultaneously, work in an agile way (scrum, sprint planning, etc.), deliver end-to-end on projects with a strong operational approach
- Strong analytical and quantitative skills with the ability to use data and metrics to back up assumptions, recommendations and drive decisions
- Business insight and understanding: ability to understand and identify key business needs and how the team can help realize those needs
- Problem Solving: Ability to take technical topics and get to the key problems, issues, and solutions fast; strong ability to deal with ambiguity, structure and solve problems autonomously and at scale
- Technical proficiency and ability to: understand technical designs / flows / implementation, challenges and risks
- Communication & Stakeholder Management: Able to explain and influence senior business partners; good written and oral/presentation abilities. In addition, be comfortable navigating a complex matrix organization and drive an agenda with key business partners
- Experience working with: Product, Tech and Data Science teams, including the skills to read/edit flows, PRDs is preferred
- Experienced in process design and optimization
- Strong team, work ethic is essential

**Preferred Qualifications**:

- MBA from top tier Universities
- Experience in top tier Tech Organization or Management Consulting
- Good understanding of product including agent tools, product rollouts & workflows

**Location - Dubai or Amsterdam

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