service Team Lead i us&c voice of the customer (voc)Uber

The US&C Voice of the Customer (VOC) team is part of the Insights Generation portfolio and is a core part of capturing direct feedback from the customers in order to understand their expectations and problems with the platform. The VOC Team Lead role is responsible for the delivery of each research sprint from start to finish. This is achieved through guiding the VOC specialists and exercising critical thinking through data-driven decision making. Each research sprint ensures that the customer's story is understood by various product, policy, and operations decision makers when making any changes to Uber's various products.
As a Team Lead in our Manila Center of Excellence (COE), you will be responsible for the management and leadership of 9 VOC specialists.
About the Team
The US&C Voice of the Customer (VOC) team is part of the Insights Generation portfolio and is a core part of gathering direct feedback from the customers. At its core VOC team solves problems for Uber and its customers.
Businesses approach the VOC team with a problem that they are facing which needs in-depth understanding of customer feedback and experience. VOC gathers this feedback by conducting customer interviews. The VOC team thereafter consolidates the information and analyses to identify trends, observations & insights. For each insight, the team provides recommendations that will help improve and address customer experience with Uber. The VOC team completes the project by providing a detailed case presentation encapsulating all the insights and recommendations.
What the Candidate Will Need / Bonus Points
At least 1 year experience in people engagement/management role
Strong customer service and administrative experience; very technically savvy.
Good coaching, mentoring & results leadership skills
Excellent partner management
Good interpersonal skills
Prior experience in Process Redesign
Expertise with Google Sheets and other google suite products
What the Candidate Will Do
Project Intakes: You will collaborate with the onshore program leads and LOB partners to finalise each project intake for the VOC team. This includes reviewing the Project Intake Form, reviewing information provided, and if required, working with partners to receive any missing information
Lead performance and get results: You will analyze, strategize, implement action items and empower your team to meet and exceed targets on quality, efficiency/productivity, customer and costs, if applicable. You will also collaborate with other internal or external support teams critical to delivering results.
Lead, coach, mentor and empower people: As a lead, you will coach your Team members, develop your own people, guide them and work with them to achieve their full potential. You will lead by example, resolving the toughest of issues from customers and ensuring that your team constantly performs at a high level.
Build and maintain partner relationships: You will interact and collaborate with teams from the different regions and cities we support, constantly improving our level of service to customers through exceeding agreed service levels.
Drive accountability on policies, house rules and other guidelines: You will reinforce compliance to company policies such as house rules, attendance policy and PIP guidelines. You will ensure that you and your team members do the right thing each time even if it means doing the difficult things.
Lead improvements on support logic and processes: You will review, handle and proactively suggest improvements to current policies and processes as part of project execution. You will also support clarification, if any, from the partners to understand and execute the proposed improvements
At Uber, we ignite opportunity by setting the world in motion. We tackle big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.
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.
Uber

Taguig City, Metro Manila
Permanent
Full-time