About the Role
As a Team Lead for Japan, you will support, operate, scale and improve Community Operations with a heavy focus on performance & people management through data analytics and leading a team of individuals to deliver stellar outcomes. Employing continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience, and managing partner relationships across the larger business to set the right expectations and deliver on them.
The ideal candidate for this role should have strong interpersonal skills, excellent at time management, results-oriented and driven to manage change and performance consistently. This role also requires the candidate to work well under pressure and on their own with minimal supervision.
Want more jobs like this?
Get jobs in Tokyo, Japan delivered to your inbox every week.
Your Impact In Role
- Communication [Bilingual]: Proficiency, pronunciation, active listening, fluent in English & Japanese - Reading writing, speaking / understanding, vocabulary and grammar
- Change Management: Flexible and adaptable to handle changes of the business
- Conflict Management: Knows how to handle internal and external conflicts with ensuring that they still remain professional
Basic Qualifications
- People Management Skills: 2 years of experience. Proven ability to coach, mentor and lead people by embodying optimistic leadership. Should also be able to plan for development opportunities for team members.
- Manage performance and get results: 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: 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: 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: 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: Review, manage and proactively suggest improvements to current policies and processes to ultimately win our employees, customers and partners over.
Preferred Qualifications
- Project Management: Should have basic understanding of Queue mitigation concepts such as Out of Office Shrink and predicting output based on TPH. Should display deductive thinking and be familiar with concepts such as "Pareto thinking". Understand basic Workforce Management and can work with existing problems.
- Partner Management: Can facilitate, drive meetings with partners and stay on top of new information to pass along to the team; can communicate the "why" behind information.
- Tech Savy: In addition to proficiency in MS and Google applications, being in touch with automation, RPAs and AI as new innovative tools for the future is preferred
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.