Q: Tell us a little bit more about your role at Uber?
A: I lead our Global Community Operations (“CommOps”) function at Uber. We are the organization responsible for supporting all Uber customers (Riders, Driver Partners, Delivery Partners, Uber Eats Users, Shippers, etc.) across the 70+ countries in which Uber operates. We do this via a network of tens of thousands of employee-agents and Business Process Outsourcing (BPO) partners, spread across dozens of operations centers and over 600 Greenlight partner support locations. Our teams are responsible for customer support, partner onboarding, community safety, sales and enablement operations. It’s been an exhilarating journey as we’ve grown this team from zero to massive over the past four years!
Q: Why is it important to evolve a very transactional experience to a community-building experience?
A: CommOps is the eyes, ears, voice and heart of Uber to the communities that we serve. We engage in around a million interactions with customers everyday. Historically, these interactions have been transactional in nature (e.g., reviewing fares, fixing problems, providing basic information), versus taking the opportunity to build stronger relationships as part of these interactions. And that’s something we’ve been working hard to change. As we solve more pain-points upstream, automate simple contacts and enable more self-service, the customer contacts that remain are more complex and nuanced. So we’re leaning hard into ensuring we not only solve the customer’s problem, but also learn more about their needs, uncover root cause issues and take the time to earn trust an ensure the customer has a positive experience with Uber. Our industry is becoming increasingly competitive, and therefore creating connections with our users becomes a true point of differentiation for Uber.
Q: Uber is a global company and as an organization, really understanding your customers, their culture and the nature of the way a specific city or country works is crucial to the safety of your customers. What are some steps that Uber is taking to accomplish this?
A: We have three primary approaches to this:
Q: What are some of the challenges related to building and supporting an organization that has experienced such explosive growth?
A: When Uber first started, we didn’t have a dedicated customer support department. Rather, every employee at Uber answered customer emails as part of their job. Fast forward to today, and we’ve got one of the world’s largest customers support functions, with tens of thousands of people serving customers globally. Most companies grow to that type of scale over decades, but CommOps did so in a very short amount of time. As a result, we've had to build some of the core foundations (e.g., systems, tools, processes, etc.) while also responding to exponential growth; we've been building the foundation and laying the tracks, and more and more trains continue to rumble down them at increasing volume and speed. It has been quite the adventure!
Q: What are you most excited to share with our CCW Vegas attendees?
A: I’m excited to talk about our evolution of how we’ve grown our CommOps functions so fast and so globally, and the challenges this entailed in terms of people, culture, systems and capabilities. And I’m looking forward to talking about this moment in time, and how we are transforming this massive global organization. We’re at this exciting inflection point. We’ve mostly focused on transaction, and now we’re looking to be a key lever in Uber’s efforts to deepen, broaden and strengthen relationships with riders, partners, delivery customers, shippers, bikers, scooter riders -- and who knows what’s next – in our journey to redefine urban mobility in every corner of the world
Speaker Feature Fun Fact: "I live in Los Gatos, California, with my wife, two teenagers and dog, Buster. I enjoy coaching my kids’ sports teams, traveling and biking."
PEOPLE STAGE: Transform Culture by Building Relationships Over One-Off Transactions
Wednesday, June 26th I 4:00 PM
PANEL DISCUSSION: Optimize the Human Factor in Agent and Customer Engagement
Wednesday, June 26th I 5:45 PM