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COE Senior Team Leader - US&C Outreach Innovation ( Clark )

Support Operations, Community Operations
in Mabalacat, Philippines

About the Role

The Senior Team Lead in the Center of Excellence (COE), is responsible for the overall management, development, and leadership of a small line of business/ subunit of a LOB/ shift, comprising 4-6 Team Leads and/or 50-80 COE Specialists. You are a key partner of the line of business you will support.

What You Will Do

  • Handle performance and get results: You will analyze, strategize, implement action items and empower your team to meet and exceed targets on quality, efficiency/productivity, customer, and costs, if applicable. You will also collaborate with other internal or external support teams critical to delivering results.
  • Lead, coach, mentor, and empower people: As an early leader of a rapidly growing team, you will mentor your TLs, develop your own people, guide them and work with them to achieve their full potential. You will lead by example, resolving the toughest of issues from customers and ensuring that your team constantly performs at a high level.
  • Build and maintain partner relationships: You will interact and collaborate with teams from the different regions and cities we support, constantly improving our level of service to customers through exceeding agreed service levels.
  • Drive accountability on policies, house rules, and other guidelines: You will reinforce compliance to company policies such as house rules, attendance policy, and PIP guidelines. You will ensure that you and your TLs do the right thing each time even if it means doing the difficult things.
  • Lead improvements on support logic and processes: Review, handle and lead improvements to current policies and processes to ultimately win our employees, customers, and partners over.

Basic Qualifications

  • Must have at least 2 years of experience in a people manager role
  • Must have an extensive background in performance and SLA management
  • Must be willing to work in shifting schedules

Preferred Qualifications:

  • Basic familiarity with COPC®
  • Foundational knowledge with Lean Six Sigma
  • Background in project management

About the Team

Proactive outreach provides a one-on-one personalized concierge experience where drivers and couriers are matched with an agent at various points in the user lifecycle (e.g. onboarding, early lifecycle, pre-churn)

The first program, “Project Jeanine”, was launched in early 2017 to increase first trip conversion. Agents helped new drivers finish the onboarding steps, motivating and preparing them to confidently take their first trip

The team interacts with drivers/couriers primarily via SMS using an internal tool called uConnect

Proactive outreach programs run as experiments and drivers in the control groups are not contacted; drivers receiving proactive outreach support can be identified by a note added to the driver account

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We’ve grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

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.

Uber is committed to a safe workplace.  We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines.  Workplace safety remains our number one priority.  As a result, and depending on the workplace location, Uber either requires* or recommends employees be vaccinated to access any of our facilities; this is subject to change solely at the Company’s discretion.

\* 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.


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