Service Team Lead I (QC)

About the Role

As a Quality Team Lead, you will contribute to Uber's goal of providing world-class support for different modalities that is as seamless as the ride or delivery experience by identifying areas of opportunities and strengths through the Uber quality program. You will be responsible for supporting 8-12 QAs in managing day-to-day activities and play a vital role in fostering partnerships to develop solutions that will improve our riders, drivers, and merchants' support experiences.

Your Impact In Role

1. Team management: Manage administrative functions for the team
2. Alignment Mastery: Ensure calibration (with the SOT) of the audit process practiced by the team of reviewers for all LOBs supported
3. Performance management: Drive LOB Quality scores by providing insights and action plan recommendations; Review and release reports outlining LOB quality opportunities; Lead projects/initiatives that can help drive extraordinary customer experience
4. Process implementation and change management: Effectively communicate quality processes and changes to relevant partners to ensure understanding and compliance; Track site compliance to various quality SOPs and requirements
5. Stakeholder management: Develop and maintain relationships with a variety of partners, including LOB program managers, team leads, and managers
6. Project management: Conduct initiatives and experiments to improve quality for the site or dedicated lines of business, such as support content improvement, onsite quality form launches, and perform Kaizen or continuous Quality process improvements at the COE and/or BPO

Basic Qualifications

1. Above Average knowledge in using Google Suite tools
2. Good-eye in analyzing data
3. Outstanding written and verbal communication skills
4. CSAT driven mindset
5. Effective people management skills to allow teamwork and collaboration of direct reports to achieve a common goal

Preferred Qualifications

1. Minimum 2 years Quality Assurance and People Management experience
2. Advanced knowledge in using Google Suite tools
3. Experience in analyzing data & reporting performance
4. Proactive & able to create SMART action plans to resolve issues
5. Proactive in thinking about the bigger picture and how we can improve as a team and company

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.

Client-provided location(s): Tokyo, Japan

Job ID: Uber-151998

Employment Type: FULL_TIME

Posted: 2025-12-17T00:33:31