About The Role
The Uber Scaled Solutions team is seeking a seasoned Community Engagement Specialist to manage our community engagement team and lead our internal global real-time adherence team. This key role is essential for driving our strategy, streamlining customer support operations, and enhancing the overall effectiveness of our global initiatives.
What the Candidate Will Do*:
- Act as the main point of contact for community members, addressing their needs and fostering a positive, inclusive environment.
- Manage community-related issues, concerns, and conflicts professionally and efficiently, ensuring prompt resolution.
- Plan and execute both online and offline community events to boost engagement and strengthen community connections.
- Monitor community activity, collect feedback, and analyze data to identify trends and areas for improvement.
- Create and curate engaging content to keep the community informed, motivated, and active.
- Maintain open communication with internal and external stakeholders, including community leaders and media.
- Enforce community guidelines and policies to ensure a safe and welcoming environment for all members.
- Provide regular reports on community activities, issues, and feedback to the operations managers and relevant departments.
Domain Experience: Community Engagement, Outreach & Management, Data Analysis, Customer Operations, Public Relations
Bachelor’s Degree
Basic Qualifications:
- Bachelor’s degree in Business Administration, Operations Management with technical acumen. Equivalent experience may be considered.
- MBA is an added Advantage
Experience
- Minimum of 4 years in leading customer engagement, or a related field.
- 2+ years of experience in resource management, specifically in a high-volume, dynamic contact centre environment.
Preferred Qualifications*
- Hold a Master’s degree or MBA.
- Exhibit strong analytical skills, with a proven track record of making data-driven business decisions.
- Possess excellent communication skills, capable of conveying complex ideas effectively to diverse audiences.
- Demonstrate significant experience in managing outsourced contact centre operations and leading multinational teams.