Senior Team Leader - Freight
Uber
#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.
About the Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it’s an organisation that touches every part of Uber!
About the Role
Uber Freight is a cutting-edge logistics platform revolutionizing the freight industry by leveraging technology to simplify and optimize how goods move. By connecting shippers and carriers through an innovative, user-friendly platform, we empower businesses with efficient and transparent solutions for their supply chain needs.
Our platform offers real-time tracking, upfront pricing, and a vast network of reliable carriers to ensure seamless and efficient freight transportation. For carriers, we provide flexible tools to browse and book loads, plan routes, and manage payments, helping them save time and maximize earnings.
At Uber Freight, we are committed to transforming logistics by eliminating inefficiencies, improving transparency, and delivering exceptional value to shippers and carriers alike.
We're looking for a Senior Team Leader to develop and lead our efforts supported & mentored by the Community Operations Manager.
This will be a managerial role in the Centre Of Excellence with a heavy focus on people management, data analytics, performance delivery and continuous process improvement, so those interested should be excited to demonstrate those skills and be eager to lead.
The Senior Team Leader is a methodical but creative thinker, has to love large multi-partner initiatives that require to innovate, lead, influence, and think both strategically and tactically. The Senior Team Leader must thrive in the type of environment that is fast paced, constantly changing and growing. Many of the problems and challenges we face have no textbook solution, so the ability to invent is critical.
Your Impact in Role:
Be tasked with scaling support in an innovative way at a company that's growing rapidly and changing constantly.
Proactively lead, motivate, and develop high performing teams within a time-sensitive and exciting environment to deliver on operational KPIs & SLAs.
Set up career development plans, be responsible for managing Team Leads, and help develop them into talented people managers. You will be managing up to 3-5 Team Leads, who will each be managing up to 10-15 team members. These team members are at the forefront of our business, answering our community's questions and tending to their needs
Dive deep into the performance numbers and make data-driven decisions (trends analysis etc.) and process improvements based on your judgement of the data and building in risk tolerance
Be a passionate advocate for all riders and driver partners and answer any questions that come your way in an exciting, fast moving environment
Listen attentively to the voice of Uber's community and provide feedback to the rest of the company
Be extremely knowledgeable on your team's processes and policies
Drive continuous process improvement within your LOB and the Centre of Excellence to deliver a consistent world-class experience
Ensure the collaboration of our engineering, support and operation teams to improve internal tools and user experience
Leading operational excellence projects
Stakeholder communications and relationship management
The Experience You’ll Bring:
Basic Qualifications
Have demonstrated strong leadership skills as Team Leader or Leader of Leaders
3 years minimum experience within a Customer Service environment and people management experience
Fast paced and large scale customer service environment experience will be very beneficial
A love of process and optimization. You will be revolutionizing support for the Uber community. You're excited about the opportunity to create and experiment with support processes, and are willing and able to lead others in utilizing them.
A data-driven and analytical mindset. You can look at any spreadsheet and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way.
Incredible empathy and understanding of both riders and driver partners alike. You will be an excellent advocate for Uber's users and are passionate about the community experience.
Calm under pressure. You have excellent organizational skills, integrity, and great follow-through on tasks.
Natural curiosity. You love learning how things work and you're always looking for ways to innovate. You enjoy testing different support strategies and tracking the results.
Word-savviness. You're eloquent and able to strike the perfect tone, whether you're explaining a new policy, explaining the importance of certain complicated metrics, or responding to support issues over email.
Excellent in both written and verbal communication skills
The ability to work and communicate cross-functionally
Preferred Qualifications
Prior professional experience with optimization, processes, systematic organization, program/project management.
Six Sigma Certification
Possess a strategic understanding of AI, with a proven ability to identify process gaps and implement automated solutions that drive operational efficiency.
Adept at mentoring teams on AI adoption, translating complex technical tools into actionable workflows that empower agents and enhance the customer experience
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it 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.
