Job Description

COE Team Lead II

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

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.

We’re looking for a Senior Team Lead to develop and lead support efforts for our San Jose Center of Excellence (COE).

Uber COEs are contact management centers dedicated to providing exceptional customer support to riders and drivers. Uber relies on the COEs to provide support for our community's toughest issue types, handle escalations from our tens of thousands of business processing outsourcing (BPO) agents, and provide an environment to pilot support for new products or test new support modalities or processes.

This will be a managerial role with a heavy focus on people management, continuous process improvement, data driven problem solving, and cross-functional collaboration. Those interested should be excited to demonstrate those skills and be eager to lead a team of equally passionate people.

What You’ll Do

• Operations delivery: Lead, motivate, and develop high performing teams within a time-sensitive and demanding environment to deliver on operational KPIs
• People leadership & management: Set up career development plans, instruct Team Leads, and develop them into awesome people managers. You will be managing up to 4 Team Leads, who will each be managing up to 10 team members. These people are at the forefront of our business, answering our community's questions and tending to their needs
• Customer experience: You own the customer experience through COE resolution channels. Support incidents need to be resolved properly, achieving overall satisfaction of the customers along with compliance to our quality programs.
• Performance management: Analyze and improve the performance of your teams and provide constructive feedback to Team Leads on a consistent basis. You will be responsible for identifying trends within your team's' performance as well as overall support trends
• Collaboration: Work cross-functionally with various supporting teams (such as Quality Assurance, Training, Workforce Management and Analytics) to ensure your teams are delivering exceptional customer experiences and meeting service level requirements
• Process improvement: Drive continuous process improvement to deliver a world-class experience every time, all the time. Dive deep into the numbers and make data-driven decisions

What You’ll Need

• A minimum of 2 years of relevant work experience is expected, but we will consider candidates with less experience if they meet our other requirements
• Bachelor's degree or actively studying and within 1 year of graduation
• Bilingual proficiency in English and Spanish (English level should be at least B2)
• Exceptional written and verbal communication skills. Your communication style is flexible to the situation. From communicating updates to your team, to discussing metrics with key stakeholders, or presenting to leadership, you communicate clearly and with a purpose.
• Strong people leadership skills with demonstrated ability to effectively manage, set team goals, develop people, and guide teams through challenging managerial situations in a 24x7 work environment
• A willingness to work weekends and occasional holidays, in an operational 24/7 environment
• Availability to work during morning, night and graveyard shifts
• Prior experience in leading large and diverse teams

Bonus Points If you have

• Experience in service-industry, customer support, consulting, manufacturing or distribution in a high-volume and extremely fast-paced environment
• Knowledge of Lean, Six Sigma and Kaizen methodologies is highly advantageous.
• Experience managing large teams

See our Candidate Privacy Statement

At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.