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
The team is responsible for maintaining the integrity and accuracy of menu items on our platform. We ensure that menu items comply with regional tax laws and are correctly categorized, working closely with stakeholders to manage tax compliance across the U.S., Canada,UKI and Australia/New Zealand.
About the Role
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen. At our COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person customer support.
As a Team Leader in the Center of Excellence (COE), you will be responsible for the:
- Overall KPI management of a team of Community Operations Specialists.
- Professional development, growth and coaching of Community Operations Specialists.
- Stakeholder relationship management for the line of business you will support.
Your Impact in Role:
Team Leaders are skilled people managers with a dedication to drive continuous process improvement and a passion to develop others. They directly manage and motivate a team of Community Operations Specialists who are responsible for providing the highest quality care in the smartest, most efficient way possible. Community Operations Specialists are at the forefront of our business, answering our community's questions and tending to their needs. As a Team Leader, you are expected to:
- Manage performance and drive results: You will analyze, strategize, implement action items and motivate your team to meet and exceed targets on quality, efficiency/productivity, customer and costs, if applicable. You will also collaborate with other internal or external support teams critical to delivering results.
- Lead, coach, mentor and motivate people: You will coach your team members, develop your own people, guide them and work with them to achieve their full potential. You will lead by example, resolving the toughest of issues from customers and ensuring that your team constantly performs at a high level.
- Build and maintain stakeholder relationships: You will interact and collaborate with teams from the different regions and cities we support, constantly improving our level of service to customers through exceeding agreed service levels.
- Drive accountability on policies, house rules and other guidelines: You will reinforce compliance to company policies such as house rules, attendance policy and PIP guidelines. You will ensure that you and your team members do the right thing each time even if it means doing the difficult things.
- Lead improvements on support logic and processes: You will review, manage and proactively suggest enhancements to current policies and processes to ultimately win our employees, customers and stakeholders over.
- Be a subject matter expert (SME) in the LOB: You will identify trending issues and guide CSRs do the same in their daily work. You will provide support to your team by being present and approachable on the floor, answering questions, hosting weekly 1-on-1 and team meetings, and providing real-time feedback as needed.
The Experience You'll Bring:
Basic Qualifications
For Internal Candidates:
- Must be a regular employee of Uber for at least 1 year
- Must have passing performance scorecard for the past 3 months
- Must not be currently enrolled in any performance improvement plan
- Must not have any active disciplinary action on record upon application
- Must be willing to work on holidays and shifting schedules
- Must be willing to work onsite primarily in the Clark COE
For External Candidates:
- Must have at least 2 years experience in a people manager role
- Must be willing to work on holidays and shifting schedules
- Must be willing to work onsite primarily in the Clark COE
Preferred Qualifications
- Outstanding written and verbal communication skills
- Exceptional interpersonal skills
- Strong organizational and time management skills
- Expertise in Google Suite applications
- Experience in Operational KPI and SLA management
- Background in data driven root cause analysis and SMART action planning
- Background in Quality Evaluation / Audits
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.