#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.
About the Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it’s an organisation that touches every part of Uber!
About the Role
At Uber, delivering excellent support that builds trust with merchant partners —our community—is a core part of our product experience. We continuously invest in this space and are committed to delivering the highest quality service in the smartest and most efficient way possible.
We are looking for a Team Leader to join our Centre of Excellence (COE), where you will lead and develop high-performing teams, supported and mentored by the Community Operations Manager.
This is a people manager role with a strong focus on people leadership, data-driven decision-making, and continuous process improvement. The ideal candidate is excited to coach and develop others, leverage analytics to drive performance, and lead operational excellence initiatives.
Your Impact in Role:
- Will work closely with ANZ CX program leaders in achieving over-the-top merchant experience.
- 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 CSTs.
- 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 merchant 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 CX leaders and operation teams to improve internal tools and user experience.
- Leading operational excellence projects.
The Experience You'll Bring:
- Profound understanding of Uber's values
- Engaged and Values-Based Culture - Build a culture of excellence with strong team dynamics fostering Uber values and promoting integrity, inclusiveness and authenticity within the team
- Strong written and verbal communication skills
- Comprehension and Active Listening - You are able to attentively focus, listen effectively to understand the message, comprehend the information and respond thoughtfully. You’re able to engage and later recall specific details without needing information to be repeated unnecessarily.
- Thought Organization - You can present your ideas and message in a structured and cohesive thought stream reducing unrelated or irrelevant details to deliver clear and concise information
- Storytelling and Effective Presentation - You are able to speak confidently and interact with different audiences to effectively to present a clear and understandable and compelling but factual narrative
- Operational Excellence
- Customer Obsession - Willing to go the extra mile to attend to the customer's need, you have a customer-focused mindset and have deep understanding of the user experience and the ability to resolve critical incidents in an empathetic and customer centric way
- Problem Solving - You are able to analyze data, trends and results to extract insights and provide analysis. You can identify and define problems accurately and generate or recommend solutions that are appropriate and effective
- Results Focused - You can influence and sustain positive outcomes consistently and despite changes in processes or targets
- Strong Leadership and People Management Skills
- Coaching and Development - Proven ability to coach, mentor and lead people (CSTs) by effectively building positive and collaborative relationships within the team. Can monitor progress of team and can plan/discuss development opportunities of leads and their teams
- Stakeholder Management - You are able to build good relationships with stakeholders and can facilitate and drive meetings as needed and collaborate as thought partners to effectively drive consistent results
Preferred Qualifications:
- Project Management - Ability to plan/manage and own strategic projects for his/her cohort targeting performance and process improvement
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.