Greenlight Operations Team Lead at Uber

Employment Nigeria 27-Jul-2018 LAGOS , Managerial

Uber started out to solve a simple problem: the need to get a ride across town. Six years and one billion trips later, we've stumbled upon something a bit bigger: a new way to help tackle congestion - one of the most serious challenges cities face today.

We are recruiting to fill the position below:
Uber
Job Title: Greenlight Operations Team Lead

Location: Lagos, Nigeria

Job Description

We're looking for a Greenlight Operations Supervisor to support the day-to-day operations of local Greenlight Hub locations. We're looking for an experienced team leader who operates with a customer-first mentality.
In this role, you'll help to mentor and directly lead a team of Uber Experts on how to best build Uber's relationship with driver-partners, support their operational needs, and guide day-to-day operations of the Greenlight Hub.

What You’ll Do

Support the daily operations through operational oversight and analysis.
Handle escalations of more difficult support interactions.
Manage scheduling, attendance, and general administration of Uber Experts
Train, mentor, and guide Uber Experts to strengthen quality and efficiency metrics and provide holistic career guidance.
Improve processes on behalf of Uber Experts and partners to the GL program through project work.
You will work together with the city operations teams to make sure your Greenlight Hubs are meeting their market's needs in terms of supply growth, onboarding, partner-driver engagement, and any other local events or needs.
Ensure Customer Satisfaction: Provide best in class service to ensure Uber is the no.1 brand for riders and driver-partners in your coverage area.
Analyse for Improvement: Collect, analyze, and report on Greenlight performance data.
Manage a team of support-focused Uber Experts to educate partners and deliver a customer-obsessed experience in your Greenlight Hub.
Driving performance improvements and overcoming issues through innovative and practical solutions.
Leading new initiatives with cross regional teams to create scalable processes/structures/frameworks to take the Uber business to the next level.
Drive continuous process improvement to deliver a consistent world-class experience.

Requirements
Advantageous if you:

You have previous customer support team management or call centre experience
You have a Bachelor's Degree
SQL basics

What you'll need:

At least two years of relevant experience
Demonstrated background in solving complex customer problems
Team leadership experience in a fast-paced environment
Ownership: You're a self starter. You're ready for the autonomy that comes with building a new team within Uber with minimal oversight
Analytical Skills: Demonstrated background in solving complex customer problems. Basic Excel and data interpretation skills: Ability to understand & create charts, graphs, and pivot tables
Perseverance: You stay poised and calm under pressure. You follow through on tasks and view challenges as opportunities.You're process-driven. You have exceptional organizational skills, and constantly look to keep improving systems
Strong People Management skills with experience in managing a large team, both locally and remotely.
Experience in call centre management, service team management, or other customer service experience strongly preferred
Great communication skills and ability to interact with internal and external partners.
Empathy and dispute resolution skills from experience in fast-paced situations
Be a problem solver at heart with a genuine desire to achieve the best outcome.
People - Experience in managing professionals and ability to steer and motivate
Organized - you have excellent organizational and administrative skills and don't get overwhelmed easily
Self-driven - you follow through on all tasks with integrity.

Sorry the application deadline for this job has elapsed

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Greenlight Operations Team Lead at Uber

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