**About the role**

The Greenlight Team Lead is critical to maintaining earner trust and service reliability, especially in a high-stakes environment.

You lead the frontline team that manages complex account issues, security escalations, and the critical path for driver onboarding. Your success directly impacts marketplace health and safety in a challenging, high-volume market.

This is a role for a resilient, decisive leader who can move quickly and maintain composure when managing high-conflict situations.

It demands ownership—diagnosing local pain points using data and translating them into regional action. You will master the balance between empathy and execution, defining the future of in-person support.

**What you'll do**

- Own the operational excellence and compliance of the physical Greenlight site, managing resources and ensuring all earner interactions are resolved efficiently and professionally.

- Lead the team through complex site dynamics, utilizing advanced de-escalation training to manage earner issues with clear decision-making.

- Drive continuous process improvement by leveraging data analytics to identify and address the root cause of local issues and policy gaps before they escalate.

- Coach and develop a team of specialists, implementing consistent performance management protocols, providing clear feedback, and ensuring accountability for metrics and policy adherence.

- Serve as the primary conduit for information, translating complex regional strategy and policy updates into clear, actionable guidance for the frontline team and escalating local trends with data-backed reports.


**Basic Requirements**

1. 1+ years of direct people management experience in a high-volume, high-stakes customer service, retail, or operational environment.

2. Proven ability to de-escalate high-tension or conflict situations (e.g., security incidents, protests) while maintaining composure and policy adherence.

3. 2+ years of demonstrated experience leveraging data analysis tools (e.g., Excel/Sheets) to identify operational trends, diagnose performance, and drive strategic adjustments.

4. Basic Intermediate (B1-B2) written and verbal communication skills in English for clear internal stakeholder and regional reporting.

5. 1+ year of direct experience managing the physical operations, compliance, and resources of a retail or customer service center site.


**Preferred Qualifications**

- Prior experience successfully leading a team of 8 to 15 direct reports in a high-pressure environment.

- Experience collaborating across different time zones or national borders on shared operational initiatives.

- Demonstrated resilience and commitment to making difficult, data-driven decisions that prioritize process health over immediate emotional resolution.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it 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](mailto:accommodations@uber.com).