Head of Cairo - Center of Excellence

EMEA Community Operations

Community Operations (CommOps) is pioneering how Uber interacts with users
around the globe. In EMEA, we lead these activities in ‎30+ countries and in
‎20+ languages, in large scale and highly nuanced market environments and
operational complexity. We are very proud of being the most geographically
diversified team in Uber, and welcome you to be part of our hard-working,
diversified and inclusive team!
We 're looking for an outstanding Senior Site Leader to take Uber's Centre of
Excellence (CoE) in Cairo, Egypt. This centre has a team of ‎300+ Community
Specialists providing coverage to ‎11 countries and services across the region
in multi areas (support, automation, fraud, compliance…).

About you

• A skilled leader. As a manager you will be responsible for a substantial management team, you'll have a tremendous impact on the overall culture


• You are passionate about guiding and developing teams to perform at the highest levels while maintaining an enjoyable and passionate atmosphere. You take charge when vital, but can identify when to take a step back and let your team lead the way


• Customer obsessed. Growing and developing the service culture within our community is your mission


• A lover of process and optimisation. We are looking to completely redefining customer interactions for the Uber community. You're passionate about the opportunity to build and experiment with processes and modalities, and are willing and able to lead others utilising them.


• A great communicator that can operate in a complex stakeholder environment. You are able to strike the right tone and are great at leading business partners across Uber, both locally, within the EMEA region and globally.


• Problem solver. You see a solution and opportunity where others see a problem


• Data-driven and analytical in approach. You can look at any spreadsheet and know the right questions to ask to get to practical outcomes, and you know how to explain data in a digestible way.


• Collected and calm under pressure. You have superb organisational skills, integrity, and great follow-through on tasks.


• Passionate about Uber. You love Uber and moving people, in all senses of the word


• You have a go get it mentality. You don 't settle. Instead you seek out challenging opportunities - big or small

Key Responsibilities

• Own the strategy , operational targets, financial and overall performance of your site, creating world-class support operations , maintaining high quality service and profitability of the operation.


• Take charge of leadership, growth and development of a team of managers, senior managers. Making sure they develop our young talent and build solid career paths for them. Motivating them to continually up-level their results, expectations, and stretch for increasingly higher levels of impact across all core operational metrics.


• It is critical that you lead teams to ensure that riders, driver partners, couriers and restaurants receive high-quality, emotionally intelligent support.


• Highly principled -- driven by making an impact and doing the right thing. Building and leading an entrepreneurial, hard-working, and data-driven team that grows with solving problems and eliminating the root cause of issues.


• You will also play a leading role resolving operational strategies, conducting needs assessments, driving performance reviews, capacity planning, and running cost/benefit analyses for improving our operations.

Desired Skills

• +‎10 years of Customer Operations or Shared Service Centre leadership experience. This must include experience in running large teams (‎300+) with overall site ownership (Site Leader) in a large multinational company.


• Proven track record of excellent people management experience with demonstrated ability to effectively lead, set team goals, develop people to their highest levels of performance, and guide your teams through challenging managerial situations.


• Strong experience in handling complexity and uncertainty


• Strong planning and organisational skills; attention to detail


• Outstanding interpersonal skills


• Exceptional verbal/written communication skills


• Ability to handle multiple priorities and meet targets in stressful situations

Nice to have

• Experience with Shared Services


• Experience with Automation and Customer Experience

At Uber, we reimagine the way the world moves for the better. The idea was
born on a snowy night in Paris in ‎2008, and ever since then, our DNA of
reimagination and reinvention carries on. We 've grown into a global platform
moving people and things in ever-expanding ways, taking on big problems to
help drivers, riders, delivery partners, and eaters make movement happen at
the push of a button for everyone, everywhere.

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 the
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.

Offices continue to be central to collaboration and Uber's cultural identity.
Unless formally approved to work fully remotely, Uber expects employees to
spend at least half of their work time in their assigned office. For certain
roles, such as those based at green-light hubs, employees are expected to be
in-office for ‎100% of their time. Please speak with your recruiter to better
understand in-office expectations for this role.

Uber is committed to a safe workplace. We have implemented COVID-‎19 safety
protocols that meet or exceed local public health guidelines. Workplace safety
remains our number one priority. As a result, Uber recommends all US- and
Canada-based employees to be vaccinated in order to access any of our
facilities; this is subject to change solely at the Company's discretion.