COE Team Lead I

#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 an outstanding 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

• Lead, coach, and motivate team members to drive performance and ensure adherence to policies and guidelines.
• Partner with Recruiting to hire and maintain strong stakeholder relationships while addressing escalations and guiding resolution.
• Drive continuous improvements in support logic, processes, and team performance, utilizing root cause analysis and audit results.
• Oversee administrative tasks, manage HR responsibilities, and identify training/development opportunities based on performance insights.
  
  

The Experience You'll Bring

• Some experience in retail, hospitality, or customer service in-person or contact center environment
• FOR INTERNALS: Informal leadership or SME experience
• FOR EXTERNALS: People management experience
• Basic project management skills and proficiency in Google Suite
  
  

Preferred Qualifications

Problem Solving

Effectively resolving issues that involve people, things, and processes by using logic and common sense. Identifying the root cause of a problem as opposed to focusing on the symptoms.

Critical Thinking

Ability to analyze the problem, apply logical and structured thinking to resolve problems accurately.

Managing Difficult Conversation