About the Role* *
The Community Operations organization (CommOps) at Uber is responsible for
delivering premier customer support to riders, drivers, eaters, and couriers.
As a Service Team Lead, you will be passionate about empowering and investing
in the continued success of our agents by providing resources and mentor that
will build the next leaders of Uber!
In our CommOps, the Operations & Insights team helps to supervise and check
the quality for different modalities, with the goal of improving the customer
experience delivered by agents across Uber's global support network.
Our Team Leads are focused on providing and receiving feedback, mentor and
developing employees, as well as handling performance metrics!
What you will do* *
* Manage team performance and drive results
* Lead, coach, mentor, and motivate employees
* Partner with Recruiting team on hiring
* Functional knowledge of leading and acting as an SME
* Address and resolve critical issues
* Maintain stakeholder relationships
* Drive accountability on policies and other guidelines
* Support project work and improvements to processes
* Oversee audits or investigations and make recommendations to relevant clients
* Manage data and root cause analysis, recommending corrective and preventive measures
* Present trends, insights, defects, and improvements to business leaders at an audit level or in calibration meetings
What you will need* *
* 1 year of people management experience (preferred)
* Basic project management skills
* Proficiency in Google Suite
* Experience in data analytics, SQL, and web query skills
* Experience presenting information and facilitating meetings
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