Safety Investigations Team Lead I - DACT

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

The Safety Investigations team provides fast and empathetic support to customers during critical moments. Our Team Leads within Safety Investigations 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:

• Team Management: As a Team Lead, you will be responsible for managing a team of specialists. This includes providing guidance, support, and mentoring to the team members, assigning tasks, and ensuring the team's overall performance and productivity.
• Escalation Management: You will handle escalated cases or issues that require higher-level attention or decision-making. This includes resolving complex customer concerns, addressing challenging situations, and making critical decisions to ensure customer satisfaction.
• Communication and Collaboration: You will liaise between the specialists and the leadership team. This includes communicating important updates, and changes in processes, and sharing insights or recommendations to facilitate effective collaboration and alignment between the team and the organization's goals.
• Process Improvement: You will streamline and improve the team's processes. This involves identifying areas for improvement, implementing best practices, and optimizing workflows to enhance efficiency and effectiveness.
• Performance Monitoring: It is your responsibility to monitor the performance of the specialists and provide regular feedback and coaching to help them improve their skills and meet their target metrics. This includes conducting performance evaluations and setting performance goals for individual team members.
• Quality Assurance: You will be in charge of ensuring the quality of the team's work. This involves reviewing case documentation, analyzing information, and providing recommendations to the specialists to ensure accuracy, consistency, and adherence to guidelines and standards.
• Reporting and Analysis: You will be responsible for generating reports and analyzing data related to the team's performance and customer feedback. This involves tracking key performance metrics, identifying trends and patterns, and providing insights to the leadership team to drive continuous improvement.

The Experience You'll Bring:

Basic Qualifications:

• Team Management: As a Team Lead, you will be responsible for managing a team of specialists. This includes providing guidance, support, and mentoring to the team members, assigning tasks, and ensuring the team's overall performance and productivity.
• Escalation Management: You will handle escalated cases or issues that require higher-level attention or decision-making. This includes resolving complex customer concerns, addressing challenging situations, and making critical decisions to ensure customer satisfaction.
• Communication and Collaboration: You will liaise between the specialists and the leadership team. This includes communicating important updates, and changes in processes, and sharing insights or recommendations to facilitate effective collaboration and alignment between the team and the organization's goals.
• Process Improvement: You will streamline and improve the team's processes. This involves identifying areas for improvement, implementing best practices, and optimizing workflows to enhance efficiency and effectiveness.
• Performance Monitoring: It is your responsibility to monitor the performance of the specialists and provide regular feedback and coaching to help them improve their skills and meet their target metrics. This includes conducting performance evaluations and setting performance goals for individual team members.
• Quality Assurance: You will be in charge of ensuring the quality of the team's work. This involves reviewing case documentation, analyzing information, and providing recommendations to the specialists to ensure accuracy, consistency, and adherence to guidelines and standards.
• Reporting and Analysis: You will be responsible for generating reports and analyzing data related to the team's performance and customer feedback. This involves tracking key performance metrics, identifying trends and patterns, and providing insights to the leadership team to drive continuous improvement.

Preferred Qualifications

• Proficiency in SQL, Excel and Google Sheets will be helpful.
• Comfortable with working directly with various levels of leadership.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it 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.