
Gl Team Lead I
2 weeks ago
**About the Role**
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The Community Operations organization at Uber is responsible for delivering extraordinary 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 passionate about 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 lead teams to ensure our customers are well-taken care of while leading the team's performance metrics.
This role will cover the Egypt Market in MENA & additional Markets as per the business need. The aim of this role is to complete the business objectives of both CommOps & Ops teams, as well as develop the MENA capabilities as part of the MENA Leadership team.
People are central to our Greenlight world, both internally and externally, so a strong value is placed on experience/priority placed on support/coaching/development for teams.
**What You'll Do**
- Support the daily operations through operational oversight and analysis of critical metrics
- Handle customer concerns about more difficult support interactions
- Handle scheduling, attendance of Uber Experts
- Interview, hire, train, mentor, and guide Uber Experts to strengthen quality and efficiency metrics
- Coordinate with the facilities, office management team, and retail team to ensure the Greenlight functions accurately while meeting Uber look & feel standards
- Effectively connect with the GL Manager regarding people management, process management, and project management related to your Greenlight
- Improve processes on behalf of Uber Experts and partners to the GL program through targeted project work when needed
**What You'll Need**
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- Previous experience managing sufficiently complex operations, stakeholders, and stakeholder situations
- Experience in process improvement and P&L management
- SQL (preferred)
- Be in a good standing and expected performance in the current role
- Be a great teammate since this role will be co-leading
- Demonstrated background in solving sophisticated customer problems
- Intermediate Excel and Data Interpretation skills: Ability to understand & build charts, graphs, and pivot tables
- Ability to create development strategies and action plans for each team member and the team as a whole
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