Team Lead II, In-Person Support: Greenlight - Scarborough, ON

 

Job Opportunity at Uber: Greenlight Team Lead

Location:

• Scarborough, ON

Pay:

• $31.25 per hour

Job Type:

• Full-time

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Full Job Description

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 focus on empowering and investing in the continued success of our Greenlight Specialists by providing resources and coaching to build the next wave of leaders at Uber. Team Leads provide and receive feedback, coach and develop employees, and manage teams to ensure our customers are well taken care of while managing the team's performance metrics.

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What You'll Do

• Team Management: Manage team performance, including terminations, to drive results.
• Leadership: Lead, coach, mentor, and motivate employees.
• Recruitment: Partner with the Recruiting team on hiring.
• Feedback and Insights: Compile insights and feedback to surface to the business.
• Conflict Resolution: Address and resolve escalations.
• Relationship Building: Build and maintain internal and cross-functional stakeholder relationships.
• Policy Enforcement: Drive accountability on policies and other guidelines.
• Performance Audit: Audit your team's performance in partnership with service quality members, guiding towards progressive improvements; identify opportunities for additional training and development.
• Process Optimization: Optimize processes and engage in strategic projects locally or within the region.
• Team Development: Manage, coach, and develop team leads.
• Scheduling and Attendance: Support scheduling and attendance management.
• Location Maintenance: Coordinate to ensure the maintenance of the physical location, inventory, safety, EHS, working with property management and cleaning services.

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Basic Qualifications

• Internals: At least 1 year of informal leadership experience or subject matter expertise.
• Externals: At least 1 year of people management experience.
• Previous experience managing sufficiently complex operations, stakeholders, and stakeholder situations.
• Experience in process improvement and P&L management.

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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.

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Physical Requirements

• Expected to remain in a stationary position, often sitting or standing for prolonged periods.
• May be required to perform repetitive motions that include the wrists, hands, and/or fingers, e.g., using a keyboard.
• Regular and predictable attendance in the assigned work location.
• Ability to work in an open floor plan with moderate noise.

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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 to keep drivers engaged and online. Greenlight Experts are positive, upbeat "people people" who thrive on helping others accomplish their goals.

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About Uber

At Uber, we ignite opportunity by setting the world in motion. We tackle big problems to help earners, riders, and eaters get moving in more than 600 cities worldwide. 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 curiosity, passion, and a collaborative spirit, come work with us, and let's move the world forward.

Ready to join us? Apply now and become a part of a team dedicated to excellence and innovation.

Apply easily through our application portal.