Retail Operations Manager - Guadalajara, México - Uber

Uber

Empresa verificada

Guadalajara, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

About the Role

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 driverpartners 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 driverpartner success through outstanding service and customer experience

What You'll Need

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 obsessivecompulsive 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

Preferred Qualifications