Support Operations, Community Operations
#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 organisation 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
As a Team Lead, you will be responsible for managing and leading a critical line of business handling safety incidents for our Australia and New Zealand customers. You will take the lead in day to day operational routines focusing on building a culture of integrity and excellence, relentlessly solving problems and improving processes through projects and initiatives and partnering relationships across the larger business to consistently deliver outstanding results and best-in-class customer experience.
Your Impact in Role:
- Lead, coach, mentor, and motivate a team navigating sensitive cases in a fast-paced environment to deliver on operational key performance indicators (KPIs) and Service Level Agreements (SLA)
- Employ critical thinking, emotional intelligence, and creative problem-solving skills to help employees navigate sensitive cases and high-severity safety concerns
- Lead internal operational work streams, including analytics and reporting, quality assurance, training and development, and administration, as part of the central operations team of Sydney Centre of Excellence
- Provide oversight for escalated requests across our safety lines of business, challenging yourself and your team to solve the most complicated and interesting problems our users face
- Coordinate closely with global Community Operations teams, and local stakeholders to drive handling excellence and act as a local point of contact and subject matter expert
- Be accountable for the continuous improvement of safety processes and policies, leveraging customer and team insights to drive positive and meaningful change
The Experience You’ll Bring:
- People management including developed skills in dispute resolution, training & development, and reporting
- Experience in a high-volume, fast-paced customer facing role. Safety support experience preferred, but not essential
- Strong communication skills, including the ability to listen effectively; to confidently and diplomatically express opinions, and voice concerns with other team members; and to present effective written communication to varied audiences
- Strong stakeholder management skillset, with an ability to establish productive working relationships with immediate team and senior business stakeholders through trust and reliability
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.
