Team Lead Ii, In-person Support: Greenlight

7 months ago

Scarborough, Canada Uber Full time

**About the Role**

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Within our Community Operations organization, Uber Greenlight locations help new drivers get on the road for the first time, build engagement with the platform over time, and serve as a logistics hub for drivers in their city Our Greenlight Team Leads are focused on empowering and investing in the continued success of our Greenlight Specialists by providing resources and coaching that will build the next wave of leaders at Uber. Team Leads provide and receive feedback, coach and develop employees, as well as manage teams to ensure our customers are well taken care of while managing the team's performance metrics.

**What You'll Do**
- Manage team performance, including terminations & drive results
- Lead, coach, mentor, and motivate employees
- Partner with Recruiting team on hiring
- Compiles insights and feedback to surface to the business
- Address and resolve escalations
- Build and maintain internal and cross-functional stakeholder relationships
- Drive accountability on policies and other guidelines
- Audit your team's performance in partnership with Service quality members and guide towards progressive improvements; identify opportunities for additional training & development
- May optimize processes and other non-management activities or strategic projects locally or within region
- Capable of managing, coaching, and developing team leads
- Optimizing processes and other non-management activities or projects
- Surfaces insights and customer feedback to the business
- May support scheduling and attendance mgmt
- coordinate to ensure the maintenance of the physical location, inventory, safety, EHS, working with property management and clearing services

**Basic Qualifications**
- FOR EXTERNALS: At least 1 year of people management
- Previous experience managing sufficiently complex operations, stakeholders, and stakeholder situations
- Experience in process improvement and P&L management

**Preferred Qualifications**
- Team management experience of 5 or more people
- Previous role in retail, customer service, or customer support with conversion/retention goals
- Demonstrated ability to problem solve and troubleshoot
- Effective communication skills with the ability to interact and connect with many types of personalities
- Experience leading a team to achieve success metrics without direct manager oversight
- A history of developing a strong culture and a great place to w ork

**Physical Requirements**:

- Expected to remain in a stationary position, often sitting or standing for prolonged periods
- May be required to perform repeating motions that include the wrists, hands and/or fingers, e.g., using a keyboard
- **Additional Requirements include but are not limited to the following**:

- Required to have regular and predictable attendance in the assigned work location
- Ability to work in an open floor plan with moderate noise

**About the Team**

Earners keep Uber moving. Greenlight Locations exist to maximize the contribution that Earners have on the network by providing high-touch support in the interest of keeping drivers engaged and online. Greenlight Experts are positive, upbeat people people" who thrive on helping others accomplish their goals.

**About Uber**

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help earners, riders, and eaters get moving in more than 600 cities around the world.

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, come 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.

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