Greenlight Team Leader

Note - This role is only open in I raq (Erbil and Baghdad).

About The Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Within our Community Operations organization, Uber Greenlight locations help new drivers get on the road for the first time, build engagement with the platform over time, and serve as a logistics hub for drivers in their city Our Greenlight Team Leads are focused on empowering and investing in the continued success of our Greenlight Specialists by providing resources and coaching that will build the next wave of leaders at Uber. Team Leads provide and receive feedback, coach and develop employees, as well as manage teams to ensure our customers are well taken care of while managing the team's performance metrics.

What You'll Do

• Manage team performance, including terminations & drive results
• Lead, coach, mentor, and motivate employees
• Partner with Recruiting team on hiring
• Compiles insights and feedback to surface to the business
• Address and resolve escalations
• Build and maintain internal and cross-functional stakeholder relationships
• Drive accountability on policies and other guidelines
• Audit your team's performance in partnership with Service quality members and guide towards progressive improvements; identify opportunities for additional training & development
• May optimize processes and other non-management activities or strategic projects locally or within region
  
  

• At least 3 years experience in customer service, with 1 year of people management
• Previous experience sufficiently managing and improving complex operations, stakeholders, and stakeholder situations
• Great communication skills and ability to interact with internal and external partners
• Exposure to analytics, with the ability to derive meaningful insights from data
• Proficiency in English & Arabic is required, any additional local language is a plus (e.g. French, Kurdish)