Sr. Operations Manager (AI-Powered Customer Support)

#Greatmindsdontthinkalike : At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but an outstanding individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.About The Team Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber! About The RoleWe are looking for an experienced and strategic Senior Operations Manager to build, lead, and scale our B2B support operations in Manila. You will be at the forefront of crafting a world-class support experience for our enterprise shippers and carriers, ensuring their success on our platform. This role demands a powerful combination of long-term strategic vision, exceptional people leadership, and a deep commitment to operational excellence. You will own the performance of a critical support function, driving efficiency and quality while serving as a key partner to global stakeholders.What The Candidate Will Do Lead & Develop: Build and mentor a high-performing team of frontline and support specialists, fostering a culture of accountability, collaboration, and continuous improvement. Strategize & Execute: Design and implement the operational strategy, ensuring it can scale effectively with business growth and evolving client needs. Drive Operational Excellence: Own all key performance indicators (KPIs) for your teams, including service levels, quality scores, and efficiency metrics. Utilize data analytics to identify trends, diagnose complex issues, and implement robust, data-driven solutions. Champion Client Success: Serve as the ultimate escalation point for our most critical enterprise client issues, ensuring timely and effective resolution. Innovate & Improve: Partner with global teams to test and launch new support models, tools, and processes. Basic Qualifications: Experience: A minimum of 8 years of professional experience in a scaled operations environment (e.g., customer support, logistics, service delivery), with at least 5 years in a people management role, including direct experience leading other managers (manager of managers). B2B/Enterprise Expertise: Proven experience in a B2B or enterprise support environment, managing relationships, processes, and escalations for corporate clients. Leadership Acumen: A validated track record of leading large, high-performing teams. Expertise in setting strategic goals, coaching managers, and developing talent to achieve peak performance. Data-Driven Problem Solving: Demonstrated strength in leveraging data and analytics to identify root causes, make informed decisions, and drive continuous improvement. Proficiency in Excel is required. Process & Project Management: Strong experience in program or project management, with a talent for designing, implementing, and scaling complex operational processes in a fast-paced environment. Executive Communication: Exceptional written, verbal, and presentation skills, with the ability to articulate complex ideas and influence stakeholders at all levels, including senior leadership across different sites and time zones. Preferred Qualifications: Industry Experience: Direct experience in logistics, supply chain, manufacturing, or a related B2B service industry. Technical Proficiency: Advanced analytical skills, including proficiency in SQL for data extraction and analysis. Process Improvement Methodology: Knowledge and practical application of Lean, Six Sigma, or Kaizen methodologies to drive efficiency and quality gains. High-Stakes Environment: Experience leading teams in a 24/7, high-volume, and high-stakes operational setting, with the flexibility to support operations as needed. Cross-Functional Leadership: A history of working effectively with global cross-functional teams, to achieve shared objectives.