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About the Role
The Community Operations organization (CommOps) at Uber is responsible for delivering premier customer support to riders, drivers, eaters, and couriers. As a Service Team Lead, you will be passionate about empowering and investing in the continued success of our agents by providing resources and mentor that will build the next leaders of Uber!
In our CommOps, the Service Quality, Risk, and Compliance team helps to supervise and check the quality for different modalities, with the goal of improving the customer experience delivered by agents across Uber's global support network.
Our Team Leads are focused on providing and receiving feedback, mentor and developing employees, as well as handling performance metrics!
What you will do
- Manage team performance and drive results
- Lead, coach, mentor, and motivate employees
- Partner with Recruiting team on hiring
- Functional knowledge of leading and acting as an SME
- Address and resolve critical issues
- Maintain stakeholder relationships
- Drive accountability on policies and other guidelines
- Support project work and improvements to processes
- Oversee audits or investigations and make recommendations to relevant clients
- Manage data and root cause analysis, recommending corrective and preventive measures
- Present trends, insights, defects, and improvements to business leaders at an audit level or in calibration meetings
What you will need
- 1 year of people management experience (preferred)
- Basic project management skills
- Proficiency in Google Suite
- Experience in data analytics, SQL, and web query skills
- Experience presenting information and facilitating meetings
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
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.
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