COE Team Lead I - US&C UGO

#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 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

Basic Qualifications

• 2+ years of leadership experience in customer operations
• Strong people leadership skills with a proven ability to coach, develop, and motivate teams
• Experience in process optimization and data-driven decision-making
• Excellent problem-solving, communication, and stakeholder management
• Basic project management skills
• 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

Effectively handling sensitive or challenging discussions with professionalism and composure. Addressing performance concerns, behavioral issues, and conflicts in a timely and constructive manner. Communicating clearly and directly while maintaining respect, empathy, and alignment with company standards.

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.