Clark Team Lead - NYC Taxi and Limousine Commission
Community Operations, Global Community Operations in Clark Freeport, Philippines
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.
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 the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.
About the Team:
Community Operations is pioneering how Uber manages support for our community of rider and driver partner around the globe. Uber COEs are contact management centers dedicated to providing world-class customer support to riders and drivers. Uber relies on the COEs to provide support for our community's toughest issues types, and provides an environment to pilot support for new products or test new support modalities or processes.
About the Role:
Work alongside our Community Operations team and own the implementation of on-the-ground training and quality programs at the COE. This multi-faceted role requires quick thinking and proficiency in leading a team, responsibilities include:
Drive learning program excellence through performance monitoring, coaching, and motivating team members
Supporting your team to build and execute on detailed learning plans
Analyze the quality and effectiveness of the learning experience
Continuously improving our processes
Our Community Operations Managers and Community Support Teams are built upon the foundation that is laid during the learning and onboarding time. CommOps is all about process efficiency, and as a Learning Team Leader, you would be ensuring that these teams of rockstars are able to continuously provide world class support to everyone involved in the Uber experience. This role is about building a solid foundation for our COE and BPO Learning programs, scaling it beyond what is today, and pre-empting what it will need to be tomorrow.
What you will Do:
Instinctive, innovative and inspirational as a leader: There will be excited team members who will look up to you for guidance on difficult or complex issues. They are inspired by your passion for helping others and your dedication to doing the right thing. You're first to drive necessary actions to make sure excellent support is not sacrificed. As a leader, you also utilize analytics and numbers to back up your decisions.
You take ownership: Owners seek creative solutions, optimize for long-term outcomes, bridge gaps in organizations, think, follow through, and act beyond their job description.
Optimistic Leadership: Optimism is inspiring, and inspiration leads to people collaborating together to make the whole greater than the sum of the parts. Would you rather connect with someone optimistic and inspiring or someone negative? Optimism can lead the world into a vision for progress that is inspirational. A company whose behavior garners trust and respect is imperative if it desires to be a part of that change.
Passionate and dedicated to growing Uber through excellent support: You will be completely transforming the concept of support at Uber. You're excited about engaging with the most challenging problems and questions from riders and partner-drivers.
Reliable and calm under pressure: Dealing with new and different challenges among a wide range of rider and partner-driver cultures excites you. You have a way to anticipate problems that come your way and you like finding resolutions, using all resources available to you. You can move quickly with care. You embrace change and can learn and understand new information during times of pressure without losing composure during communication with the customer.
What you will Need:
Passionate about learning, with a skill and understanding of curriculum and learning program development and facilitation
An understanding of core Adult learning principles and training tools, and a prior training experience preferred
High level of integrity, ownership and hustle, and uses data to guide decision making
Exceptional problem solving skills
At least 1 year of leadership experience
Preferred Experience and Skills:
High proficiency with Google Suite and can quickly learn to use new software/apps
5 years total work experience in high-growth, productive, constantly-changing environments
Work experience in other customer-centric industries (ex. Hotels, airlines, F&B, etc.)
Extensive experience dealing with different markets (countries) and excellent understanding of cultural differences
Exceptional spoken and written English with the ability to speak and with <>
Willingness to work in shifts (rotating day/night shifts, rotating weekend offs -- total working hours will be 40 hours a week, 5 days, 8 working hours each day)
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.