About the Role

We're looking for a Senior Team Leader to develop and lead our efforts supported & mentored by the Community Operations Manager.

This will be a managerial role in the Centre Of Excellence with a heavy focus on people management, data analytics, and continuous process improvement, so those interested should be excited to demonstrate those skills and be eager to lead.

The Senior Team Leader is a methodical but creative thinker, has to love large multi-partner initiatives that require to innovate, lead, influence, and think both strategically and tactically. The Senior Team Leader must thrive in the type of environment that is fast paced, constantly changing and growing. Many of the problems and challenges we face have no textbook solution, so the ability to invent is critical.

What You'll Do

• Be tasked with scaling support in an innovative way at a company that's growing rapidly and changing constantly.
• Proactively lead, motivate, and develop high performing teams within a time-sensitive and exciting environment to deliver on operational KPIs & SLAs.
• Set up career development plans, be responsible for managing Team Leads, and help develop them into talented people managers. You will be managing up to 3-5 Team Leads, who will each be managing up to 10-15 team members. These team members are at the forefront of our business, answering our community's questions and tending to their needs.
• Dive deep into the performance numbers and make data-driven decisions (trends analysis etc.) and process improvements based on your judgement of the data and building in risk tolerance
• Be a passionate advocate for all riders and driver partners and answer any questions that come your way in an exciting, fast moving environment.
• Listen attentively to the voice of Uber's community and provide feedback to the rest of the company.
• Be extremely knowledgeable on your team's processes and policies.
• Drive continuous process improvement within your LOB and the Centre of Excellence to deliver a consistent world-class experience.
• Ensure the collaboration of our engineering and operation teams to improve internal tools and user experience.
• Leading operational excellence projects.

Basic Qualifications

• Have demonstrated strong leadership skills in roles such as a Team Leader or People Manager
• 2+ years minimum experience within a Customer Service environment and People Management experience

Preferred Qualifications

• Fast paced and large scale customer service environment experience will be very beneficial
• A love of process and optimization. You will be revolutionizing support for the Uber community. You're excited about the opportunity to create and experiment with support processes, and are willing and able to lead others in utilizing them.
• A data-driven and analytical mindset. You can look at any spreadsheet and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way.
• Calm under pressure. You have excellent organizational skills, integrity, and great follow-through on tasks.
• Natural curiosity. You love learning how things work and you're always looking for ways to innovate. You enjoy testing different support strategies and tracking the results.
• Word-savviness. You're eloquent and able to strike the perfect tone, whether you're explaining a new policy to riders or drivers, explaining the importance of certain complicated metrics, or responding to support issues over email.
• Prior professional experience with optimization, processes, systematic organization, program/project management.
• Excellent writing and verbal communication skills

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

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.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements

Apply Now