Retail Operations Manager
hace 1 semana
The Retail Operations Manager owns the operational performance of our Greenlights (in-person driver-partner support locations), through an accurate leadership and people development strategy. In this role, you will work to provide the best possible customer support for new and existing Uber Partners
You will lead and develop your team to resolve support issues efficiently and accurately, but also to go far beyond solving issues. They will identify root causes, bring up recurrent problems, and systematically help make Uber better.
What You'll Do
Uber Greenlight locations help new driver-partners get on the road for the first time, build engagement with the platform over time, and serve as a logistics hub for driver-partners in their city. We look to our in-person support representatives, or Uber Experts, to serve as the face of Uber for driver-partners in hundreds of Greenlight locations around the world.
- Measure and improve metrics related to customer happiness
- Foster teamwork between other Managers and Greenlights nationally
- Actively give to the business priorities related to cost and operational efficiencies
- Act, through your supervisor team, as Uber's face to our driver-partners ensuring resolution of our partners concerns, questions and issues
- Understand our conversion funnel to ensure our partners' first trip is made in the driven period of time
- Driving performance and improvements through continuous process improvement and innovation
- Hiring, training, and leading supervisors and customer support agents
- Help your Supervisor team to ensure so that your support centers are well supplied and maintained
- Be an advocate for Uber's global mission to invest in our driver-partner success through outstanding service and customer experience
- 3+ years of proven experience in people management, inside, but not limited to, Retail, Service or Operations businesses. We are open to consider candidates with less experience in case they meet our other requirements
- Proficient in English and Spanish
- Immediate availability to live in Guadalajara, Tijuana or León
- Strong verbal and written communication skills with peers, upper management and direct reports
- Analytical. You can make sense of sophisticated data sets to advise decisions, insights and action plans
- Motivated. You understand the impact of a highly satisfied, motivated crew of users; you are slightly obsessive-compulsive about grinding away at issues
- Calm under pressure, you follow through on tasks and look for opportunities to step up to new challenges
- Strong expertise in operational efficiency
- Strong Stakeholder Management
- Advanced Problem-Solving and Continuous Improvement Tools
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