COE Team Lead

#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 Team

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!

About The Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. Our Team Leads are focused on empowering and investing in the continued success of our agents by providing resources and coaching that will build the next wave of leaders at Uber. Team Leads provide and receive feedback, coach and develop employees, as well as manage teams to ensure our customers are well taken care of while managing the team's performance metrics.

Your Impact In Role

• Manage team performance and drive results, guide adherence to policies
• Lead, coach, mentor, and motivate employees
• Partner with Recruiting team on hiring
• Lead improvements on support logic and processes
• Address and resolve escalations or further escalate
• Maintain stakeholder relationships
• Drive accountability on policies and other guidelines
• Execute root causes analysis action plans from escalations and agent's performance
• Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development
• Complete administrative and HR related tasks for team
  
  

Basic Qualifications:

Required Hard Skills And Experience

• Some experience in retail, hospitality, or customer service in-person or contact center environment (with focus on modalities associated with specific LOB)
• At least 1 year of informal leadership or SME experience
• Basic project management skills
• Proficiency in Google Suite
• Schedule flexibility for a 24/7 environment
• Basic English language proficiency
  
  

Required Soft Skills:

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

Preferred Qualifications

• 2 years of experience in people management
• Insights generation experience - providing analytical insights in terms of managing and improving processes
• Experience using AI