Marlena Sampson Email & Phone Number

United States

Remote First, Us

Remote First, Us

San Francisco, California, Us

As Head of Rider and Safety for Mexico, I oversaw a team of Ops Managers and was responsible for our expansion strategy, core rider experience, product launches and portfolio, as well as our loyalty program. I was also responsible for our general safety and health safety strategies

San Francisco, California, Us

Oversaw the Rides business for West Mexico while managing a team of 8 Operations Managers. KPIs included gross bookings, contribution margin, and our category position, as well as eNPS. I held this position for 7 months until we had an internal reorganization.

San Francisco, California, Us

Oversaw a team focused on process standardization of WFM within Uber’s global support organization, including functions of project management, program management, and systems and tools. Also oversaw and project-managed the launch of Uber's first internal Command Center in Hyderabad, India.

San Francisco, California, Us

-Managed staffing and speed SLAs for the LatAm region during a 700% growth period-Oversaw an increase from 500 to 3000 FTEs, oversaw the performance of 8 sites-Moved to the EMEA region to build out WFM in 2017-Took over forecasting for the region for over 200 lines of businesses-Began managing capacity planning for 10 sites w/~2000 FTEs that, together, support over 46 different countries and 13 different languages. Reviewed weekly performance and provided forecasts for staffing purposes. -Took EMEA SLA performance for responding to customers from 50% on average to a stable 80% on average while staying within budget-Maintained the 80% target during our peak period (NYE)-Supported the efforts of various optimization projects and footprint migrations, improving efficiency by 10% across the board and reducing support cost by nearly 30%

San Francisco, California, Us

-Was one of the first people brought on to build out Uber’s customer support department (Community Operations). Liased cross-functionally to develop policies and processes to better serve our community of users.-Managed a remote team of 12 contractors, focusing on performance metrics such as TPH and CSAT -Ran a global bi-weekly session for all new Uber employees on the value of support-Launched support sites in Manila and India to scale support. -Helped develop Uber’s onboarding system that would be used to bring on 20k+ contractors. Rolled out Flexforce as a global program for onboarding. Worked with IT, People Ops, and Eng to make it happen-Reduced average wait time for Uber customers from 3 weeks to one day-Optimized Uber invoicing system through google sheets modeling and Google Apps Script; automated weekly email communications to 12+sites-Over the course of 2 years, oversaw performance and management of 14 support sites in 2 regions (NorthAm and LatAm)

Los Angeles, California, Us

-Developed a successful sales process and cycle that lead to securing two national brands as clients-Prospected for leads by using creative solutions and by leveraging new technologies-Worked with Salesforce.com to run a full sales cycle-Researched the market extensively to apply best practices in a start-up environment

Los Angeles, Ca, Us

Bachelor Of Arts (B.A.)

Education record