Associate Manager, Operations

hace 3 semanas


Monterrey, México Transplace de Mexico Global A tiempo completo

**This team works an alternate schedule. Hours are 19:00 to 05:00. Team members are scheduled to work four days; then they are off four days.**

**What You’ll Do**
- Oversee a team of Carrier Support reps responsible for end to end ownership of carrier escalations
- Cultivate and develop a highly successful and engaged team
- Performance coaching, performance monitoring
- Move fast, build with us, change the support model at Uber Freight, reduce Carrier churn through the buy-in you establish on your team for proactive, empathetic communication
- Motivate a team to achieve or exceed departmental goals and initiatives
- Actively manage the quality of support interactions with carriers
- Coach reps through difficult situations and support on challenging escalations - having empathy is key
- Ability to communicate both up, down, and across on key metrics and performance.

**Tasks Include**
- Providing real-time feedback and answering questions related to effective solutioning for both carriers and shippers
- Manage performance and SLAs both on individual level for your directs and larger level for your team as a whole
- Holding biweekly 1v1 meetings with your direct reports to discuss performance, career development, and any other issues that may arise
- Meeting with internal stakeholders on the account management side to learn about the accounts your team will be supporting and delivering best practices back to your team
- Helping to construct SOPs that outline support specific tasks for individual accounts your team will be handling
- Receive and implement feedback and/or new processes quickly
- Take full ownership of the escalation process for your team, including organization of tools, documentation, and correct points of contact

**We're Looking For**
- Prior management experience not required; however we will be interviewing for leadership abilities and experience
- Empathy for Carriers - if you go above and beyond to make the RIGHT call from the carrier’s perspective, we want to hear about steps you’ve taken
- Strong ability to collaborate cross functionally with internal teams - great relationships across the organization are key to everything we do. We want our stakeholders to hold us accountable to action and you should take ownership of hitting our goals and helping others hit theirs
- Proven track record of high performance in current and previous roles at Uber Freight/Legacy Transplace with experience taking on larger scope - this is a very visible position and you’ll need to be able to present results to large audiences and action quickly on feedback
- A critical thinker who can come up with creative solutions to complex problems
- A self-starter who sees problems as opportunities to understand our business and build better solutions going forward
- Outstanding written and verbal communication skills

**Basic Requirements**
- Bachelor degree
- Excellent English skills
- Minimum of 2 years experience at Uber Freight (Transplace) in either Customer or Carrier facing operations role or similar Customer or Carrier facing experience at a logistics or transportation company or a shipper

**Experience**: Required
- 2 year(s): Minimum of 2 years experience at Uber Freight (Transplace) in either Customer or Carrier facing operations role or similar Customer or Carrier facing experience at a logistics or transportation company or a shipper

**Education**: Required
- Bachelor or better

**Skills**: Required
- Bilingual English/Spanish


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