About the Role

The CX Lead, UberEats Southern Europe manages and is responsible for optimizing all of our customers (i.e., eaters, couriers, restaurants) interactions across all channels for Spain, Italy and Portugal. Her/His mission is to deliver a world-class experience for every interaction we have and doing this in the most efficient and lean way possible for all our eaters, couriers, and restaurants. All this is done in a way that establishes trust for our community, which is of paramount importance and integral to the way our customers experience our product. The role involves managing and leading a team of local Customer Strategy & Operations Managers, and building and fostering strong cross-functional relationships with GM / Director-level stakeholders across Operations, Finance, Legal, Marketing, etc.

Ultimately, the CX Lead Eats - Southern Europe will be held accountable for the full suite of support health metrics (e.g., queue health, SLAs, contact volumes, support cost/financials, quality and efficiency) for her/his territory. A strong bias towards data analysis balanced with high emotional intelligence and a strong track record in stakeholder management is crucial to ensuring the optimal experience for our customers - both internal and external to Uber. Preference will be given to individuals who have run Customer Operations at scale in a similarly fast-paced environment in the past.

What you'll do

• Drive thought leadership in your region both within Community Operations and across other business lines on all things related to the Eats customers (i.e., eaters, couriers, restaurants) experience
• Influence GM/Director-level leadership on how to quickly and efficiently scale human-based support processes across a globally distributed labor force
• Scope, plan and execute forward-looking projects that enable Uber's leadership to make strategic decisions on the future of customer interactions within your region!
• Focus on the main KPI performance metrics that matter to our business, through your immediate team and the performance of our Partners (e.g. CoE, BPOs, GLs etc)
• Collaborate with other Regional/Functional Leads within the broader EMEA Community Operations team and stakeholders across the business (e.g., Central Operations, Product, Marketing, Finance)
• Develop and manage key stakeholder relationships across the UberEats business with a view to enabling your team and others to deliver amazing customer experiences.
• Recruit, manage, coach, and take a deep interest in the career development of the members of your team!

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have a curiosity, passion and collaborative spirit, work with us, and let's move the world forward, together.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

If you have a disability or special need that requires accommodation, please let us know by completing this form.