Love Mondays


Empleo de Retail Operations Manager
Uber en Ciudad de México - DF

Descripción del puesto de trabajo

Uber has found a strong product-market fit with its world-changing service, but we’re still inventing our business every day. We’re seeking site managers to help build a global network of in-person driver-partner Retail Locations.

Uber’s driver-partners are our most important customers and we’re building a best in class customer service experience for them. Retail Locations (RLs) help new partners get on the road for the first time, build engagement with the platform over time, and provide a home base for the driver community.

The leads the day to day operations of a Retail Location. In this role, you will work to provide the best possible customer experience for new and existing Uber Partners. You'll manage your team to resolve support issues efficiently and comprehensively; but your team will go far beyond solving issues. They will identify root causes, escalate pervasive problems, and systematically help make Uber better as a whole.

Most importantly, your staff will take pride in being the face of Uber to our Partners, and will treat every support interaction as an opportunity to build a better connection between Uber and the driver community.

You will work closely with the city General Manager and Senior Operations Managers to make sure your Center is meeting their market’s needs in terms of supply growth, onboarding, driver engagement, and any other local events or needs.

YOU ARE:

A passionate problem solver and people manager. You’ll be overseeing Retail Operations Coordinators who will be the face of Uber for our driver-partners.
* A passionate problem solver and people manager. You'll be overseeing RO coordinators who will be the face of Uber for our driver-partners.
* A self starter. You’re ready for the autonomy that comes with building a new team within Uber.
* Analytical. You can make sense of complex data sets to inform product or process decisions.
* A utility player. You're willing to find resolutions to customer issues early, late, and often.
* Poised. Cool and calm under pressure, you follow through on tasks and look for opportunities to step up to new challenges.
* Process driven. You have superior organizational skills, and constantly look to rejig things to make them more efficient.
* Naturally curious. 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.
* Motivated. You understand the impact of a highly satisfied, excited crew of users; you are slightly obsessive-compulsive about grinding away at issues.

RESPONSIBILITIES:

  • Owning the success metrics for customer SLAs and facility operational and financial performance
  • Driving performance improvements through process development and innovation
  • Hiring, training, and managing coordinators
  • Collecting and reporting on performance data
  • Ensuring that the Retail location space is well supplied and maintained
  • Representing the global Uber brand with best-in-class service and customer experience
  • Actively contributing to support projects

BACKGROUND:

  • Must have have a Bachelor’s degree with 3-5 years of relevant experience
  • Retail or Service team management experience strongly preferred (e.g., in call center operations management, in-person service team management)
  • Solid verbal and written communication skills
  • Literate in SQL and Excel or another data management tool preferred, but not required
  • Previous experience with customer support or experience with Zendesk is a nice bonus, but not required

PERKS:

  • Employees receive Uber credits each month.
  • Opportunity to guide the future of Uber Retail Locations.
  • The rare opportunity to change the world such that everyone around you is using the product you built. We’re not just another social web app, we’re moving real people and assets and reinventing transportation and logistics globally.
  • Sharp, motivated co-workers in a fun office environment.

COMPENSATION:

  • Full-time salary negotiable based on experience, medical benefits and equity compensation plan.

Uber has found a strong product-market fit with its world-changing service, but we’re still inventing our business every day. We’re seeking site managers to help build a global network of in-person driver-partner Retail Locations.

Uber’s driver-partners are our most important customers and we’re building a best in class customer service experience for them. Retail Locations (RLs) help new partners get on the road for the first time, build engagement with the platform over time, and provide a home base for the driver community.

The leads the day to day operations of a Retail Location. In this role, you will work to provide the best possible customer experience for new and existing Uber Partners. You'll manage your team to resolve support issues efficiently and comprehensively; but your team will go far beyond solving issues. They will identify root causes, escalate pervasive problems, and systematically help make Uber better as a whole.

Most importantly, your staff will take pride in being the face of Uber to our Partners, and will treat every support interaction as an opportunity to build a better connection between Uber and the driver community.

You will work closely with the city General Manager and Senior Operations Managers to make sure your Center is meeting their market’s needs in terms of supply growth, onboarding, driver engagement, and any other local events or needs.

YOU ARE:

A passionate problem solver and people manager. You’ll be overseeing Retail Operations Coordinators who will be the face of Uber for our driver-partners.
* A passionate problem solver and people manager. You'll be overseeing RO coordinators who will be the face of Uber for our driver-partners.
* A self starter. You’re ready for the autonomy that comes with building a new team within Uber.
* Analytical. You can make sense of complex data sets to inform product or process decisions.
* A utility player. You're willing to find resolutions to customer issues early, late, and often.
* Poised. Cool and calm under pressure, you follow through on tasks and look for opportunities to step up to new challenges.
* Process driven. You have superior organizational skills, and constantly look to rejig things to make them more efficient.
* Naturally curious. 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.
* Motivated. You understand the impact of a highly satisfied, excited crew of users; you are slightly obsessive-compulsive about grinding away at issues.

RESPONSIBILITIES:

  • Owning the success metrics for customer SLAs and facility operational and financial performance
  • Driving performance improvements through process development and innovation
  • Hiring, training, and managing coordinators
  • Collecting and reporting on performance data
  • Ensuring that the Retail location space is well supplied and maintained
  • Representing the global Uber brand with best-in-class service and customer experience
  • Actively contributing to support projects

BACKGROUND:

  • Must have have a Bachelor’s degree with 3-5 years of relevant experience
  • Retail or Service team management experience strongly preferred (e.g., in call center operations management, in-person service team management)
  • Solid verbal and written communication skills
  • Literate in SQL and Excel or another data management tool preferred, but not required
  • Previous experience with customer support or experience with Zendesk is a nice bonus, but not required

Uber has found a strong product-market fit with its world-changing service, but we’re still inventing our business every day. We’re seeking site managers to help build a global network of in-person driver-partner Retail Locations.

Uber’s driver-partners are our most important customers and we’re building a best in class customer service experience for them. Retail Locations (RLs) help new partners get on the road for the first time, build engagement with the platform over time, and provide a home base for the driver community.

The leads the day to day operations of a Retail Location. In this role, you will work to provide the best possible customer experience for new and existing Uber Partners. You'll manage your team to resolve support issues efficiently and comprehensively; but your team will go far beyond solving issues. They will identify root causes, escalate pervasive problems, and systematically help make Uber better as a whole.

Most importantly, your staff will take pride in being the face of Uber to our Partners, and will treat every support interaction as an opportunity to build a better connection between Uber and the driver community.

You will work closely with the city General Manager and Senior Operations Managers to make sure your Center is meeting their market’s needs in terms of supply growth, onboarding, driver engagement, and any other local events or needs.

YOU ARE:

A passionate problem solver and people manager. You’ll be overseeing Retail Operations Coordinators who will be the face of Uber for our driver-partners.
* A passionate problem solver and people manager. You'll be overseeing RO coordinators who will be the face of Uber for our driver-partners.
* A self starter. You’re ready for the autonomy that comes with building a new team within Uber.
* Analytical. You can make sense of complex data sets to inform product or process decisions.
* A utility player. You're willing to find resolutions to customer issues early, late, and often.
* Poised. Cool and calm under pressure, you follow through on tasks and look for opportunities to step up to new challenges.
* Process driven. You have superior organizational skills, and constantly look to rejig things to make them more efficient.
* Naturally curious. 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.
* Motivated. You understand the impact of a highly satisfied, excited crew of users; you are slightly obsessive-compulsive about grinding away at issues.

RESPONSIBILITIES:

  • Owning the success metrics for customer SLAs and facility operational and financial performance
  • Driving performance improvements through process development and innovation
  • Hiring, training, and managing coordinators
  • Collecting and reporting on performance data
  • Ensuring that the Retail location space is well supplied and maintained
  • Representing the global Uber brand with best-in-class service and customer experience
  • Actively contributing to support projects

BACKGROUND:

  • Must have have a Bachelor’s degree with 3-5 years of relevant experience
  • Retail or Service team management experience strongly preferred (e.g., in call center operations management, in-person service team management)
  • Solid verbal and written communication skills
  • Literate in SQL and Excel or another data management tool preferred, but not required
  • Previous experience with customer support or experience with Zendesk is a nice bonus, but not required

PERKS:

  • Employees receive Uber credits each month.
  • Opportunity to guide the future of Uber Retail Locations.
  • The rare opportunity to change the world such that everyone around you is using the product you built. We’re not just another social web app, we’re moving real people and assets and reinventing transportation and logistics globally.
  • Sharp, motivated co-workers in a fun office environment.

COMPENSATION:

  • Full-time salary negotiable based on experience, medical benefits and equity compensation plan.
Descubre más

Evaluaciones de Uber


Satisfacción general de los empleados

3.32
  • Remuneración y prestaciones
    2.35
  • Oportunidad de carrera
    2.41
  • Cultura de la empresa
    3.00
  • Calidad de vida
    3.00

Recomiendan la empresa a un amigo




  • Hace 7 días

    Comodo

    Chófer

    San Luis Potosí, SLP


    Pros: Puedes manejar a tus propios horarios lo que se vuelve muy comodo para mis ocupaciones y lo mejor es estar en la comodidad de tu coche eso lo vuelve agradable

    Contras: Que asi como hay dias buenos tambien hay dias malos pues puedes trabajar mas de 10 horas un dia y puede ser que no logres la cantidad de dinero que esperabas

    Consejos para los directivos: Mejorar los precios

    Recomendá la empresa: No

  • Hace 8 días

    Chófer

    Ciudad de México, DF


    Pros: Horario de trabajo y demanda de usuarios, trabajo a toda hora del día según la zona en que trabajes, conoces gente y decides tú horario de trabajo

    Contras: Pago de viajes no es de acuerdo a distancia y tiempo, algunos usuarios no cuidan los carros y son groseros, cada vez hay más carros trabajando y no todos cumplen con las reglas algunos muy viejos, sucios o golpeados lo que no es justo, si piden requisitos deben ver que se cumplan porque la imagen de la empresa se daña cada vez mas