About The Role And TeamThe Community Operations organization at Uber is responsible for delivering world-class support to users and key external stakeholders. Our Centers of Excellence (COEs) are contact management hubs that handle complex, high-impact work and support highly regulated workflows.
The COE Specialist II - MENA BYS role focuses on handling high-volume, regulator-facing casework for the MENA region. You will respond to inquiries from government bodies and transport authorities, manage strict SLAs, and ensure compliant, well-documented resolutions that protect Uber from fines and safeguard customer trust. This is an individual contributor role with no direct reports.
What You'll Do
- * Handle authority and regulator casework for MENA markets (e.g., Transport General Authority, Consumer Protection Agency, Department of Culture and Tourism, Road Transport Authority), actioning cases end-to-end within defined SLAs (typically 48 hours where set by the authority).
- Action cases from transport authorities and other government portals, reviewing the details, investigating the underlying issue, and documenting a clear, compliant resolution in Uber tools (e.g., Jira, trackers, dashboards).
- Own CPA (Consumer Protection Agency) cases directly through the CPA portal and related Jira dashboards (often in Arabic), ensuring accurate, regulator-ready responses that fully address the complaint and meet local requirements.
- Manage DCT, RTA and similar escalations, including analyzing trip / service data, identifying root causes, and drafting clear written responses that can be shared with the authority by local partners (e.g., Greenlight teams).
- Work C360 BYS escalations (Rider and Driver) from MENA markets, ensuring cases are resolved accurately, documented consistently, and actioned in a way that supports both COE and BPO stakeholders.
- Maintain SLA and quality discipline across variable daily inflows by prioritizing effectively, updating trackers and dashboards, and proactively flagging spikes or risk areas to your Team Lead and Program partners.
- Collaborate with internal and external stakeholders, including Greenlight teams, regional operations, and government bodies, to clarify requirements, align on expectations, and resolve complex or ambiguous cases.
- Contribute to process consistency and standardisation by following agreed playbooks, using saved responses where appropriate, and feeding back observations to improve workflows, tools, and documentation over time.
Basic Qualifications
- * Professional proficiency in Arabic (written), especially for handling CPA and other local-language authority portals.
- Bachelor's degree or equivalent practical experience.
- Experience in a high-volume casework or customer support environment (e.g., COE, shared services, BPO, regulatory or complaints handling), with a track record of meeting defined SLAs.
- Excellent written communication skills in English, with the ability to draft clear, structured, and regulator-appropriate responses.
- Strong attention to detail and organisational skills, able to manage multiple cases in parallel without losing quality or deadlines.
- Demonstrated problem-solving and analytical skills, including the ability to interpret case data, identify root causes, and recommend appropriate resolutions.
- Proficiency with Google Workspace (Docs, Sheets, Gmail) and familiarity with support / case-management tools (e.g., Jira, portals, dashboards).
Preferred Qualifications
- * Prior experience working with government bodies, regulators, or transport authorities in MENA (e.g., TGA, CPA, DCT, RTA or similar).
- Experience working in or with COE / shared services or other centralized casework teams where standardisation, efficiency, and SLA adherence are critical.
- Proven stakeholder management skills, including partnering with senior internal stakeholders and external authorities to resolve complex issues.\
- Comfort working with operational trackers, dashboards, and SLAs, and using data points (volumes, aging, trends) to prioritise and communicate status.
- A collaborative, own the issue mindset, with a focus on compliance, customer experience, and continuous process improvement.
Ready to Ride?This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.
You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.
Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.
Uber is proud to be an Equal Opportunity 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.
