SME Team Lead

About the Role

The SME Senior Team Lead is responsible for the technical, operational output and up skilling of the Subject Matter Expert (SME) population. This role ensures that the "SME Service Catalog" is executed with technical rigor, moving beyond basic support to become a "value creation engine" for the process.

Mission:

We are COE's strategic core for knowledge and continuous improvement, driving insights excellence and transforming the Service Catalog into a high-velocity engine of value creation.

Key Responsibilities:

1. CI Methodology Mentorship:Help manage the upskilling SMEs in continuous improvement methodologies (e.g. Lean, Six Sigma, and Kaizen) to execute structured process streamlining.
2. Performance Recovery & RCA:Lead SMEs in performing Root Cause Analysis (RCA) using Pareto and Fishbone and other quality tools when metrics hit "Amber" or "Red" status. Help STLs with the "Path to green" initiatives.
3. Innovation & Value Creation:Oversee the execution of "Value Creation" projects using the DMADV / DMAIC framework and ensuring the delivery of robust Business Cases.
4. Change Management & Standardization:Manage the "Request for Change" (RFC) process, ensuring Level 2 Process Maps and SOPs are updated following system or policy shifts.
5. Quality Calibration: Manage and represent SME function in Quality Alignment and Calibrations, Framework
6. Risk Mitigation:Oversee "Risk Re-baselining" by updating FMEA and RPN scores based on process flow analysis.
7. Talent Development:Partner with STLs to identify skill gaps and execute Knowledge Transfer (KT) and training delivery for new hires or refresher waves.
8. Stakeholder Collaboration: Facilitate cross-functional collaboration (WFM, QA, Delivery) to ensure data-driven value-adds are integrated into the wider business strategy
9. Knowledge Repository Management : Maintain the SME knowledge repository to ensure all "Best Practice" harvesting and reusable components are shared across delivery teams.

Basic Qualifications

1. Experience: Minimum 3-5 years of experience in a Subject Matter Expert Lead or Process Improvement / Operational Excellence role within a BPO or In house customer support environment.
2. Methodology Knowledge:Practical experience in performing Root Cause Analysis (RCA) using Fishbone and Pareto tools, updating FMEA and using Process flow analysis tools to uncover opportunities for improvement
3. Standardization: Experience in drafting and maintaining Standard Operating Procedures (SOPs) and Level 2 Process Maps.

Preferred Qualifications

1. Advanced Certification: Certified Lean Six Sigma Green Belt / Black Belt.
2. Project Leadership: Experience executing DMADV, DMAICframeworks for new process designs or "Value Creation" initiatives.
3. Industry Expertise: Specific domain knowledge relevant to Uber's business portfolio.
4. Mentorship:Previous experience in a "Train the Trainer" capacity or mentoring junior SMEs in continuous improvement methodologies.

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.