Senior Team Lead

About the Role

Community Operations is pioneering how Uber manages support for our community of rider and driver partners around the globe. Uber COE are contact management centers dedicated to providing world-class customer support to riders and drivers. Uber relies on the COEs to provide support for our community's toughest issues types, and provides an environment to pilot support for new products or test new support modalities or processes.

Build, operate, scale and improve Community Operations with a heavy focus on solving problems through data analytics and leading teams to deliver stellar outcomes. Continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience, and managing stakeholder relationships across the larger business to set the right expectations and deliver on them.

What the Candidate Will Do

1. Leadership: Oversee and guide 3-5 Team Leads of Mobility Flex Teams, ensuring they have the tools, knowledge, and motivation to lead their teams effectively. Manage team's capacity in the most efficient way, including pulling necessary levers to ensure seasonal inflow spikes are managed effectively.
2. Stakeholder Management: Build a strong relationship with key stakeholders such as RCOs, CX Lead, Local Ops and Mobility functional leadership team, with clear communication plan to drive accountability and governance.
3. Support Mobility Strategy: Support and implement strategies that enhance team performance, drive efficiency, and align with the Mobility function's long-term goals.
4. Customer-Centric Focus: Leverage your extensive experience in core support, preferably with a background in core support and safety, to set high standards for customer engagement. Ensure that Team Leads and their respective teams are equipped to exceed these standards.
5. Technological Proficiency: Tech savvy and a strong inclination to leverage available AI tools to drive quality and eliminate wasteful manual activity.
6. Mentorship & Development: Provide mentorship and development opportunities not only for frontline agents but also for Team Leads. Foster a culture of continuous learning and growth, ensuring that leadership at all levels is aligned with organizational objectives and values.
7. Data-Driven Decision Making: Exhibit an analytical mindset with the ability to dive deep into data, identify trends, and define areas for improvement. Lead Team Leads in leveraging data to drive improvements in their teams and achieve measurable results.

1. Minimum of 2 years experience in leading teams
2. Experience in leading core support
3. High proficiency in Google Suite, with the ability to quickly adapt to new tools
4. Strong leadership, mentoring, and coaching skills, with a passion for developing talent at multiple levels.
5. Analytical mindset with a proven ability to use data to drive team-wide improvements.
6. Proven ability to inspire and manage both on-site and remote teams and leaders to achieve exceptional results.
7. Embodiment of Ubers values

1. AI knowledge
2. SQL