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Greenlight Team Lead, Riyadh, Saudi Arabia

Community Operations
in Riyadh, Saudi Arabia

About the Role

Uber's Driver-Partners ("DPs") and couriers are our most important customers, and we're creating a best-in-class customer service experience for them. Greenlight locations help new DPs and couriers get on the road for the first time, build engagement with the platform over time, and provide a home base for the driver community.

We're looking for a Greenlight Team Lead to support the day-to-day operations of our Greenlight hub. Team Leads are the backbone of the GL organization, the true operations masters for our Greenlight locations; their work, mentality, and people management skills define our service and is a reflection of who were are as a company to millions of Partner-Drivers worldwide.

We're looking for an experienced team leader who operates with a customer-first mentality and people-oriented approach. In this role, you'll help to mentor and directly lead a team of Experts on how to best build Uber's relationship with Drivers and Couriers, support their operational needs, and guide day-to-day operations of the Greenlight centers. This is a great opportunity to work with a top-notch Community Operations team and learn the Uber business from the ground up.

What You'll Do:

  • Point of contact for the team and liaison between the team. The GL Manager and regional CX team
  • Responsible for maintaining the GL metrics within targets
  • Manage and contribute to onboarding & training of nUbers
  • Be responsible for team members ongoing development
  • Be a mentor for new team members and peers when they join the team
  • Assess and individually develop each member of the team to achieve operational excellence
  • Embed a culture of customer obsession at the GL
  • Maintain overall team healthiness (TCS OSat, eNPS) and engagement
  • Be in charge of workforce management (WFM) duties:
  • Shift and holiday planning in coordination with GL Manager
  • Help manage scheduling and priorities to ensure the GL waiting time stays under control at all times
  • Overseeing attendance and punctuality of team members
  • Share and escalate business insights to GL Manager, CX and Operations teams
  • Manage, contribute to GL projects (and scale to other markets) in collaboration with GL Manager
  • Manage the day to day business development and partnership relationships
  • Coordinate and own CX requests (eg. Ops, marketing requests) execution in coordination with the GL Manager or Sr TL
  • Serve as a POC for facilities management on the ground in collaboration with the GL Manager
  • Handle special situations (eg. LERT) and crisis management in coordination with the GL Manager
  • Fluent Arabic and intermediate level English communication

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.