We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.
For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.
And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.
About the Role
We're still inventing our business every day so we're seeking site managers to help develop a global network of in-person driver-partner support centers. Uber's driver-partners are our most important customers and we're creating a premier customer service experience for them. Greenlight locations help new partners get on the road for the first time, create engagement with the platform over time, and provide a home base for the driver community. The Greenlight Retail Operations Manager leads the day to day operations of a Greenlight location. In this role, you will work to provide the best possible customer support for new and existing Uber Partners. You'll manage your team to resolve support issues efficiently and comprehensively; but your team will go far beyond solving issues. They will identify root causes, escalate pervasive problems, and systematically help make Uber better as a whole.
Most importantly, your staff will take pride in being the face of Uber to our Partners, and will treat every support interaction as an opportunity to develop a better connection between Uber and the driver community. You will work closely with the Territory Lead and Senior Operations Managers to make sure your Greenlights are meeting their market's needs in terms of supply growth, onboarding, driver engagement, and any other local events or needsWhat You’ll DoBe responsible for the success metrics for customer SLAs and facility operational and financial performance
Drive performance improvements through process development and innovation
Hire, train, and manage +3 supervisors
Collect and report on performance data
Ensure that the Greenlight location spaces are well supplied and maintained
Represent the global Uber brand with best-in-class service and customer experience
Regularly contribute to support projects
What You’ll Need
Bilingual proficiency in English and Spanish
A minimum of 3 years of relevant experience is expected, but we will consider candidates with less experience if they meet our other requirements
Retail or Service team management experience highly preferred (e.g., in call center operations management, in-person service team management)
Excellent verbal and written communication skills
Bonus Points If
Literate in SQL and Excel or another data management tool
About the Team
The Greenlight team is the face of Uber to our driver-partners in every city we operate. This area is the main point of contact and our main way to serve our partners, creating and maintaining great relations.
At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
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