Supervisor de Servicio al cliente - Bogotá
Uber
About the Role
The Community Operations organization at Uber is dedicated to providing world-class customer support to riders, drivers, eaters, and couriers. A key part of this are our Uber Greenlight locations, which are vital hubs where new drivers get started, existing drivers receive support, and overall engagement with the Uber platform is fostered.
As a Greenlight Team Lead, you'll be instrumental in empowering and developing our Greenlight Specialists. You'll provide the coaching, resources, and feedback needed to help them grow into the next generation of leaders at Uber. Your focus will be on ensuring our customers receive exceptional care while effectively managing your team's performance.
What the Selected Candidate Will Do
Oversee Operations Across Three Key Sites: Take charge of our Greenlight locations in Bogotá, Cali, and Medellín, ensuring seamless operations and consistent service delivery.
Drive Team Performance and Results: Directly manage team performance, including coaching, developing, and, when necessary, making termination decisions to ensure high standards.
Lead, Coach, and Motivate: Inspire and guide your team of Greenlight Specialists, fostering a culture of continuous improvement and success.
Collaborate on Talent Acquisition: Partner closely with the Recruiting team to identify and hire top talent for your Greenlight locations.
Provide Strategic Insights: Compile and surface key insights and feedback from your teams to the broader business, helping to shape future strategies.
Resolve Complex Escalations: Effectively address and resolve escalated customer or operational issues.
Build Strong Relationships: Cultivate and maintain robust internal and cross-functional relationships with stakeholders.
Ensure Policy Adherence: Drive accountability for adherence to Uber's policies and guidelines.
Optimize Performance Through Audits and Training: Work with Service Quality members to audit team performance, identify areas for improvement, and guide the implementation of additional training and development.
Contribute to Process Optimization: Identify opportunities to optimize processes and contribute to strategic projects locally or regionally
Basic Qualifications
English Proficiency
Leadership Experience: At least 1 year of leadership experience or demonstrated subject matter expertise.
People Management: 1 year of direct people management experience.
Operational Management: Proven experience managing complex operations and diverse stakeholder situations.
Process Improvement & P&L: Experience in process improvement and P&L management.
Project Management Fundamentals: Basic understanding and experience with project management principles.
Google Suite Proficiency: Proficient in using Google Suite applications (Docs, Sheets, Slides).
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Core Competencies:
Communication: Excellent verbal and written communication skills.
Customer Centricity: A strong commitment to delivering exceptional customer experiences.
Executional Excellence: Ability to drive results and maintain high standards of execution.
Problem Solving: Strong analytical and problem-solving abilities.
Stakeholder Management: Proven ability to manage and influence diverse stakeholders.
Teamwork: A collaborative approach and ability to foster a strong team environment.
Planning & Organizing: Excellent planning and organizational skills.
Developing & Coaching: Demonstrated ability to develop and coach team members
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.
Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.
