Retail Operations Manager - Culiacán

3 months ago
Operations & Launch - City Operations
Requisition Post Information* : External Company Name
Uber Technologies, Inc.
Requisition Post Information* : External Company URL

Uber Overview


About Uber


We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.


For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.


And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.

Job Description

About the Role


The Retail Operations Manager leads the day to day operations of an in person driver-partner support locations (Greenlight). In this role, you will work to provide the best possible customer support 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.


What You’ll Do


  • Owning the success metrics for customer SLAs and facility operational and financial performance
  • Driving performance improvements through process development and innovation
  • Actively contributing to support projects
  • Overseeing supervisors who will be the face of Uber for our driver-partners
  • Hiring, training, and managing supervisors
  • Collecting and reporting on performance data
  • Ensuring that the center space is well supplied and maintained
  • Representing the global Uber brand with best-in-class service and customer experience


What You’ll Need


  • Bachelor’s degree with 3-5 years.
  • Retail or Service team management experience (e.g., in call center operations management, in-person service team management)
  • Strong verbal and written communication skills
  • Fluent in English and Spanish
  • An entrepreneur. 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
  • Flexible. You're willing to find resolutions to customer issues early, late, and often.
  • Motivated. You understand the impact of a highly satisfied, excited 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


Bonus Points


  • Literate in SQL and Excel or another data management tool


About the Team


Greenlight locations 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.

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.



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