Service Team Lead I

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About the Team

The Marketplace team undertakes a broad spectrum of operational duties to uphold stability and ensure a seamless experience for merchants, drivers, and customers alike. These responsibilities encompass the continuous oversight of marketplace activity, the procurement and deployment of virtual "walls" to govern demand and supply dynamics, and the calibration of radii to optimize market penetration.

Furthermore, the team engages directly with merchants via outbound communications to address concerns, elicit feedback, and compile crucial data. Such endeavors are collectively directed towards the proactive identification and resolution of potential issues, thereby mitigating the risk of market disruptions and preserving overall platform integrity.

About the Role

As a Service Team Leader in the Center of Excellence (COE), you will be responsible for the:

• Overall KPI management of a team of Community Operations Specialists.
• Professional development, growth and coaching of Community Operations Specialists.
• Stakeholder relatio.

What the Candidate Will Do:

Team Leaders are skilled people managers with a dedication to drive continuous process improvement and a passion to develop others. They directly manage and motivate a team of Community Operations Specialists who are responsible for providing the highest quality care in the smartest, most efficient way possible. Community Operations Specialists are at the forefront of our business, answering our community's questions and tending to their needs. As a Team Leader, you are expected to:

• Manage performance and drive results: You will analyze, strategize, implement action items and motivate your team to meet and exceed targets on quality, efficiency/productivity, customer and costs, if applicable. You will also collaborate with other internal or external support teams critical to delivering results.
• Lead, coach, mentor and motivate people: You will coach your team members, develop your own people, guide them and work with them to achieve their full potential. You will lead by example, resolving the toughest of issues from customers and ensuring that your team constantly performs at a high level.
• Build and maintain stakeholder relationships: You will interact and collaborate with teams from the different regions and cities we support, constantly improving our level of service to customers through exceeding agreed service levels.
• Drive accountability on policies, house rules and other guidelines: You will reinforce compliance to company policies such as house rules, attendance policy and PIP guidelines. You will ensure that you and your team members do the right thing each time even if it means doing the difficult things.
• Lead improvements on support logic and processes: You will review, manage and proactively suggest enhancements to current policies and processes to ultimately win our employees, customers and stakeholders over.
• Be a subject matter expert (SME) in the LOB: You will identify trending issues and guide CSRs do the same in their daily work. You will provide support to your team by being present and approachable on the floor, answering questions, hosting weekly 1-on-1 and team meetings, and providing real-time feedback as needed.

The Experience You'll Bring:

Basic Qualifications

For Internal Candidates:

• Must be a regular employee of Uber for at least 1 year.
• Must have passing performance scorecard for the past 3 months.
• Must not be currently enrolled in any performance improvement plan.
• Must not have any active disciplinary action on record upon application.
• Must be willing to work on holidays and shifting schedules.
• Must be willing to work onsite primarily in the Manila COE.

For External Candidates:

• Must have at least 2 years experience in a people manager role.
• Must be willing to work on holidays and shifting schedules.
• Must be willing to work onsite primarily in the Manila COE.

Preferred Qualifications

• Outstanding written and verbal communication skills.
• Exceptional interpersonal skills.
• Strong organizational and time management skills.
• Expertise in Google Suite applications.
• Experience in Operational KPI and SLA management.
• Background in data driven root cause analysis and SMART action planning.
• Background in Quality Evaluation / Audits.