Greenlight Team Lead - Scarborough, ON Canada

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
  
  

Basic Qualifications

• FOR INTERNALS: At least 1 year of informal leadership experience or subject matter expertise
• 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
• Basic project management
• Proficiency in Google Suite
  
  

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 work
• Previous experience managing site operations including vendor relationships and facilities management
  
  

For Canada-based roles: The base hourly rate amount for this role is CAD$29.25 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits., For Canada-based roles: The base hourly rate amount for this role is CAD$29.25 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.

Uber is a technology company that connects riders with drivers, delivery partners, and eaters through its mobile apps. The Community Operations organization at Uber is responsible for delivering world-class customer support.