We are seeking a highly motivated and experienced Community Operations Manager to join our growing team in the Cairo Centre of Excellence (COE). This pivotal role will be instrumental in building and leading our support footprint for Autonomous Vehicle (AV) operations from the ground up. As AV technology continues to expand within Uber, this support team will be responsible for handling inbound phone queries, providing essential assistance to Riders on pre-trip, on-trip, and post-trip issues related to AV services.

You will be at the forefront of establishing a new, high-performing support function. This role demands extensive operations management expertise, with a strong preference for experience in managing inbound phone teams. You will be responsible for setting and upholding excellent high-performance standards, working closely with diverse cross-functional stakeholders to build out this critical support structure. We are looking for a highly engaged, knowledgeable, and hard-working individual who is eager to dive deep into the details, build functional expertise, and cultivate a strong performance-driven culture within their team.

What You'll Do

Operations Setup & Management

1. Build & Scale: Lead the establishment and scaling of the AV operations support team in Cairo, defining processes, workflows, and quality standards from inception.

2. Performance Excellence: Set and drive high-performance standards for the new team, ensuring consistent delivery on key operational metrics and service level agreements (SLAs).

3. Team Leadership & Development: Recruit, empower, and develop a high-performing team of frontline support agents and‌ Team Leads. Foster a culture of accountability, continuous improvement, and customer-centricity.

4. Resource Optimization: Oversee initial workforce planning, resource allocation, and operational forecasting to ensure adequate support capacity for AV operations.

5. Data-Driven Insights: Utilize data analytics to monitor performance trends, identify bottlenecks, and drive continuous improvements in support processes for the AV vertical.

Service Excellence & Rider Experience