About the Role
At Uber, providing excellent support that establishes trust for riders and partner drivers -our community- is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. We're looking for a Senior Team Leader to develop and lead our efforts supported & mentored by the Community Operations Manager.
This will be a managerial role in the Centre Of Excellence with a heavy focus on people management, data analytics, and continuous process improvement, so those interested should be excited to demonstrate those skills and be eager to lead.
The Senior Team Leader is a methodical but creative thinker, has to love large multi-partner initiatives that require to innovate, lead, influence, and think both strategically and tactically. The Senior Team Leader must thrive in the type of environment that is fast paced, constantly changing and growing. Many of the problems and challenges we face have no textbook solution, so the ability to invent is critical.
What You'll Do
* Be tasked with scaling support in an innovative way at a company that's growing rapidly and changing constantly.
* Proactively lead, motivate, and develop high performing teams within a time-sensitive and exciting environment to deliver on operational KPIs & SLAs.
* Set up career development plans, be responsible for managing Team Leads, and help develop them into talented people managers. You will be managing up to 3-5 Team Leads, who will each be managing up to 10-15 team members. These team members are at the forefront of our business, answering our community's questions and tending to their needs.
* Dive deep into the performance numbers and make data-driven decisions (trends analysis etc.) and process improvements based on your judgement of the data and building in risk tolerance
* Be a passionate advocate for all riders and driver partners and answer any questions that come your way in an exciting, fast moving environment.
* Listen attentively to the voice of Uber's community and provide feedback to the rest of the company.
* Be extremely knowledgeable on your team's processes and policies.
* Drive continuous process improvement within your LOB and the Centre of Excellence to deliver a consistent world-class experience.
* Ensure the collaboration of our engineering and operation teams to improve internal tools and user experience.
Leading operational excellence projects.
Basic Qualifications
* Have demonstrated strong leadership skills in your current role as Team Leader at Uber
* 2 years minimum experience within a Customer Service environment and people management experience
* Fast paced and large scale customer service environment experience will be very beneficial
* A love of process and optimisation. You will be revolutionising support for the Uber community. You're excited about the opportunity to create and experiment with support processes, and are willing and able to lead others in utilizing them.
* A data-driven and analytical mindset. You can look at any spreadsheet and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way.
* Incredible empathy and understanding of both riders and driver partners alike. You will be an excellent advocate for Uber's users and are passionate about the community experience.
* Calm under pressure. You have excellent organizational skills, integrity, and great follow-through on tasks.
* Natural curiosity. You love learning how things work and you're always looking for ways to innovate. You enjoy testing different support strategies and tracking the results.
* Word-savviness. You're eloquent and able to strike the perfect tone, whether you're explaining a new policy to riders or drivers, explaining the importance of certain complicated metrics, or responding to support issues over email.
* Excellent writing and verbal communication skills
The ability to work and communicate cross-functionally
Preferred Qualifications
* Proven track record of delivering on operational and customer services initiatives
* Prior professional experience with optimisation, processes, systematic organization, program/project management.