Team Lead - AV Delivery Support

#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.

As an Autonomous Vehicle Support Team Lead, you'll be instrumental in shaping the success of our AV support operations. You'll lead a team of dedicated agents, ensuring they provide exceptional multi-modal support for our cutting-edge autonomous vehicles. This role demands strong leadership, a keen eye for operational efficiency, and a passion for developing talent.

Your Impact in Role:

• Drive Team Performance & Quality: Directly manage team performance, setting clear expectations for productivity, quality, and adherence to all policies and procedures related to autonomous vehicle support. You'll ensure our support meets the highest standards for AV users.
• Lead, Coach & Develop Talent: Provide hands-on leadership, consistent coaching, and impactful mentorship to your team, fostering a motivated and highly skilled group of AV support agents. You'll identify growth opportunities and empower your team to excel.
• Strategic Staffing & Growth: Partner closely with the Recruiting team to identify, interview, and onboard top talent for our growing Autonomous Vehicle Support team.
• Optimize Support Processes: Spearhead continuous improvements in support logic, workflows, and processes specifically tailored to the unique challenges of autonomous vehicle inquiries and issues.
• Expert Escalation Management: Serve as the primary point of contact for complex or escalated AV-related customer issues, ensuring swift resolution or appropriate further escalation to engineering or product teams.
• Cultivate Key Relationships: Maintain strong, collaborative relationships with internal stakeholders across engineering, product development, and fleet operations to advocate for customer needs and drive improvements in AV functionality and supportability.
• Ensure Accountability: Drive accountability within your team for adhering to all company policies, support guidelines, and quality standards, particularly those relevant to the sensitive nature of autonomous vehicle operations.
• Data-Driven Action & Improvement: Conduct thorough root cause analysis of escalations and agent performance data, developing and executing action plans to address systemic issues and improve overall team effectiveness in handling AV support cases.
• Leverage Insights for Development: Utilize audit results and insights from Service Quality members to identify individual and team training needs. You'll guide agents toward progressive improvements and pinpoint opportunities for additional training and development specifically for autonomous vehicle support.
• Team Administration & HR: Efficiently complete all administrative and HR-related tasks for your team, ensuring a smooth operational environment.

• Some experience in retail, hospitality, or customer service in-person or contact center environment
• At least 1 year of informal leadership or SME experience
• Basic project management skills
• Proficiency in Google Suite

• Communication, problem-solving, coaching & development, empathy, operational excellence, stakeholder management, change management