COE Team Lead
This job is no longer available.
#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:
- Manage team performance and drive results, guide adherence to policies
- Lead, coach, mentor, and motivate employees
- Partner with Recruiting team on hiring
- Lead improvements on support logic and processes
- Address and resolve escalations or further escalate
- Maintain stakeholder relationships
- Drive accountability on policies and other guidelines
- Execute root causes analysis action plans from escalations and agent's performance
- Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development
- Complete administrative and HR related tasks for team
Basic Qualifications:
Required Hard Skills and Experience:
- Some experience in retail, hospitality, or customer service in-person or contact center environment (with focus on modalities associated with specific LOB)
- At least 1 year of informal leadership or SME experience
- Basic project management skills
- Proficiency in Google Suite
- Schedule flexibility for a 24/7 environment
- Basic English language proficiency
Required Soft Skills:
- Communication, punctual, problem-solving, coaching & development, empathy, operational excellence, stakeholder management, change management
Preferred Qualifications
- 2 years of experience in people management
- Insights generation experience - providing analytical insights in terms of managing and improving processes
- Experience using AI
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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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- FSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Pet-friendly Office
- Snacks
- Some Meals Provided
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- 401(K)
- Company Equity
- Performance Bonus
Professional Development
- Work Visa Sponsorship
- Associate or Rotational Training Program
- Promote From Within
- Mentor Program
- Access to Online Courses
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Diversity, Equity, and Inclusion Program