Uber
Website:
uber.com
Job details:
Cleaned Document
About The Role And Team
The Community Operations organization at Uber is where real people solve real problems in real time. As a Service Team Lead II, you aren't just managing a team; you are empowering the people who make movement possible. You'll be focused on investing in the continued success of your specialists by providing the resources, high-stakes feedback, and coaching that build the next leaders of Uber. This role is a balance of functional expertise and human leadership-mentoring your team through the "messy" reality of global operations while driving the performance metrics that keep our business reliable.
Success in this role requires a "go-get-it" attitude and the grit to lead through constant change and high ambiguity. You'll need to navigate the tension between operational efficiency and team wellbeing, making hard calls under pressure to ensure our customers are well taken care of. Whether you are leading technical quality specialists or content strategists, you must be a leader who thrives on building high-performing teams, stays calm when the stakes are high, and moves with both urgency and care.
[Recruiter: Select the paragraph below that matches the specific track]
- (Service Quality, Risk, and Compliance Track): In this track, you will lead the team responsible for monitoring and auditing the quality of support across different modalities. Your team identifies root causes of friction and recommends the corrective and preventive measures that improve the customer experience across Uber's global support network.
- (Content Track): You will lead the group responsible for building and maintaining our Knowledge Base, Help Center, and internal communications. Your team equips our agents with the high-quality, up-to-date content necessary to solve complex user problems during product launches and policy changes.
What you'll do
- Lead, coach, mentor, and motivate employees, providing the feedback and resources necessary to build a high-performing team and a leadership bench for Uber.
- Manage team performance and drive results against critical KPIs, ensuring every team member is aligned with Uber's mission and values.
- Partner with the Recruiting team to identify and hire diverse talent that possesses both the technical skill and the mindset to thrive in a fast-paced environment.
- Act as a subject matter expert in your functional area, resolving high-priority escalations and maintaining strong relationships with internal stakeholders.
- Drive accountability on policies and guidelines, ensuring the team operates with integrity while supporting project work and process improvements.
- Partner with the leadership team to operationalize and execute policies, taking local decisions to implement strategies from end-to-end.
[Recruiter: Select additional bullets based on the specific track]
- (QC Track): Oversee audits or investigations and make recommendations to relevant clients; manage data and root cause analysis to recommend preventive measures; present trends and defects to business leaders in calibration meetings.
- (Content Track): Manage and prioritize content requests; oversee content creation production and manage specialist work assignments for new lines of business; surface and communicate possible conflicts between policies to stakeholders.
Basic Qualifications
- Work experience in retail, hospitality, or customer service (in-person or contact center environment).
- For Internal Candidates: At least 1 year of informal leadership or Subject Matter Expert (SME) experience.
- For External Candidates: At least 1 year of direct people management experience.
- End-to-end project management and process improvement.
- Proficiency in Google Suite.
- Stakeholder management.
- Communication, punctual, problem-solving, coaching & development, empathy, operational excellence.
Preferred Qualifications
- Demonstrated ability to stay resilient and adaptable when navigating shifting priorities or "messy" operational challenges.
- Strong communication and empathy skills with a proven track record of coaching and developing teams to exceed targets.
- Experience in stakeholder management, specifically the ability to influence without authority and earn trust fast in a global organization.
- (QC Track): A mindset of curiosity and systems thinking-looking for the root cause of failures rather than just treating symptoms.
- (Content Track): Exceptional writing and editing skills with a focus on translating complex policy into simple, actionable agent content.
Ready to Ride?
This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.
You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.
Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.
Uber is proud to be an Equal Opportunity 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. If you have a disability or special need that requires accommodation, please let us know by completing this form.
Click on Apply to know more.
