Coe Team Lead I - Anz Merchant

• Will work closely with ANZ CX program leaders in achieving over-the-top merchant experience
• Proactively lead, motivate, and develop high performing teams within a time-sensitive and exciting environment to deliver on operational KPIs & SLAs
• Set up career development plans, be responsible for managing CSTs
• Dive deep into the performance numbers and make data-driven decisions (trends analysis etc.) and process improvements based on your judgement of the data and building in risk tolerance
• Be a passionate advocate for all merchant partners and answer any questions that come your way in an exciting, fast moving environment
• Listen attentively to the voice of Uber's community and provide feedback to the rest of the company
• Be extremely knowledgeable on your team's processes and policies
• Drive continuous process improvement within your LOB and the Centre of Excellence to deliver a consistent world-class experience
• Ensure the collaboration of our CX leaders and operation teams to improve internal tools and user experience
• Leading operational excellence projects

• Profound understanding of Uber's values
• Engaged and Values-Based Culture - Build a culture of excellence with strong team dynamics fostering Uber values and promoting integrity, inclusiveness and authenticity within the team
• Strong written and verbal communication skills
• Comprehension and Active Listening - You are able to attentively focus, listen effectively to understand the message, comprehend the information and respond thoughtfully. You’re able to engage and later recall specific details without needing information to be repeated unnecessarily
• Thought Organization - You can present your ideas and message in a structured and cohesive thought stream reducing unrelated or irrelevant details to deliver clear and concise information
• Storytelling and Effective Presentation - You are able to speak confidently and interact with different audiences to effectively to present a clear and understandable and compelling but factual narrative
• Operational Excellence
• Customer Obsession - Willing to go the extra mile to attend to the customer's need, you have a customer-focused mindset and have deep understanding of the user experience and the ability to resolve critical incidents in an empathetic and customer centric way
• Problem Solving - You are able to analyze data, trends and results to extract insights and provide analysis. You can identify and define problems accurately and generate or recommend solutions that are appropriate and effective
• Results Focused - You can influence and sustain positive outcomes consistently and despite changes in processes or targets
• Strong Leadership and People Management Skills
• Coaching and Development - Proven ability to coach, mentor and lead people (CSTs) by effectively building positive and collaborative relationships within the team. Can monitor progress of team and can plan/discuss development opportunities of leads and their teams
• Stakeholder Management - You are able to build good relationships with stakeholders and can facilitate and drive meetings as needed and collaborate as thought partners to effectively drive consistent results

Project Management - Ability to plan/manage and own strategic projects for his/her cohort targeting performance and process improvement