COE Team Lead I - Rider

Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Role

As a Team Leader in our Philippine Center of Excellence (COE), you will be responsible for the management and leadership of a small line of business/ sub-unit of a LOB/ shift comprising 15 to 20 COE Specialists.

Operate, scale, and improve Community Operations with a heavy focus on solving problems and leading teams to deliver stellar outcomes. Continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience, and leading team member relationships across the larger business to set the right expectations and deliver on them.

Your Impact in Role:

• Manage team performance and drive results.
• Lead, coach, mentor, and motivate employees.
• Partner with Recruiting team on hiring.
• Functional knowledge of are leading and act as a subject matter expert.
• Address and resolve escalations.
• Maintain stakeholder relationships.
• Drive accountability on policies and other guidelines.
• Support project work and improvements to processes.
• Manage reporting and business statistics.
• Ability to develop content and troubleshooting guides for the purposes of guiding global teams to the right outcome to manage for technical incidents management.

The Experience You'll Bring:

Basic Qualifications

• Work experience in dynamic, productive environment
• Excellence in both written and spoken English with the ability to clearly and effectively communicate ideas to varied audiences
• Proficiency in Google Suite and other technology based. business tools.
• Experience in multiple modalities - Voice, Chat or Messaging.
• Customer-focused and has a deep understanding of the user experience and the ability to resolve critical incidents in an empathetic and customer-centric way.
• Investigative and truth-seeking mindset, adopting a curious and analytical mindset to find facts and full understanding of the situation.
• Exceptional eye for detail, carefully checking everything, knowing that even a small error could lead to potential risk
• Willingness to work in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users.
• To be an Uber evangelist - you care passionately about the product and getting others excited to ride and partner with Uber.
• Willing to be moved from time to time to other projects and accounts or where the business needs them.
• Some experience in retail, hospitality, or customer service in-person or contact center environment.
• FOR INTERNALS: At least 1 year of informal leadership or SME experience
• FOR EXTERNALS: At least 1 year of people management experience
• Basic project management skills

Required Soft Skills

• Communication, punctual, problem-solving, coaching & development, empathy, operational excellence, stakeholder management.

Preferred Qualifications

• Preference for ANZ's top performers, track record in bias for action and sense of urgency.
• 2+ years of total work experience in a high-growth, productive constantly changing environment.
• Presentation skills - ability to effectively communicate information, ideas, or concepts to an audience in a clear, engaging, and confident manner.
• Stakeholder relationship - Has previous experience in handling different stakeholders and (kindly define).
• Intermediate knowledge and expertise in using Google docs (sheets and slides).
• Undergone Six Sigma Yellow belt training.