Service Team Lead I (QC)

#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

We are looking for a Team Lead for the UTRIPS Identity team who is passionate about people leadership, operational excellence, and driving team performance through meaningful insights and engagement. This role is pivotal in managing a team of 15–18 front-line specialists, maintaining Uber’s high operational and compliance standards, and ensuring a seamless identity verification experience for users across the platform.

Your Impact in Role:

• Lead, mentor, and manage a team of 15–18 Identity Specialists, focusing on performance, engagement, and professional growth.
• Monitor and manage key operational metrics
• Drive efficiency by identifying bottlenecks and opportunities for process improvement.
• Leverage basic data analytics (Excel, dashboards, etc.) to track team performance and derive insights.

Basic Qualifications:

• 1+ years of experience in a people management or team leadership role or SME role managing agent performance & feedback directly or indirectly

• Bachelor’s degree or equivalent educational qualification.

   Basic proficiency in analytics tools (Excel, Google Sheets, data dashboards).

• Strong interpersonal and communication skills.

   Experience handling day-to-day performance metrics and business KPIs.

• Proven decision-making and problem-solving abilities in dynamic environments.

• Ability to work with multiple stakeholders and adapt to changing business needs.
• Passion for coaching, mentoring, and enabling team success.

Preferred Qualifications:

• Previous experience in trust & safety, identity operations, or similar compliance-based environments.
• Familiarity with SQL or advanced analytics tools is a plus.
• Familiarity with conducting detailed root cause analysis and remediation plans
• Experience leading initiatives that improved efficiency or engagement in an operations setup.
• Knowledge of Uber’s community operations tools, principles, or customer service workflows.

Team Leadership & Span Management Approach:

• As a Team Lead with a span of 15–18 Identity Specialists, you will:
•  Drive Efficiency: Optimize workflows, reduce friction, and continuously improve team productivity through insights and experimentation.

• Focus on Metrics: Regularly deep-dive into metrics to identify trends, performance gaps, and create action plans.

  Empower People: Create a growth environment through feedback, coaching, and learning opportunities that align with career paths.

• Elevate Quality: Uphold Uber’s standards by promoting compliance, consistency, and customer-first thinking.

  Foster Engagement: Build a connected team culture through transparency, recognition, and open communication.

• Operational Rigor: Own the performance narrative of the team with data-backed storytelling and a bias for execution.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world 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.