Address
Form of workAbout the Role
As part of the Community Operations, the Senior Team Lead of US&C Service Quality will work with a complementary team of partners to stay close to business priorities and help support the outstanding support to our customers.
The Sr. Team Lead is a strong people leader and a structured problem solver who has a love for process efficiency, and continuous improvement. The Sr. Team Lead must thrive in working with cross-functional teams at all levels inspiring changes and driving accountability. You will need to be deadline driven and comfortable communicating with a number of partners. At the core of it, you understand people and are able to empower teams to drive results.
What You'll Do
For Chicago, IL-based roles: The base hourly rate amount for this role is USD$29.50 per hour. For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$27.25 per hour. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
As part of the Community Operations, the Senior Team Lead of US&C Service Quality will work with a complementary team of partners to stay close to business priorities and help support the outstanding support to our customers.
The Sr. Team Lead is a strong people leader and a structured problem solver who has a love for process efficiency, and continuous improvement. The Sr. Team Lead must thrive in working with cross-functional teams at all levels inspiring changes and driving accountability. You will need to be deadline driven and comfortable communicating with a number of partners. At the core of it, you understand people and are able to empower teams to drive results.
What You'll Do
- Manage team performance and drive results
- Lead, coach, mentor, and motivate employees
- Partner with Recruiting team on hiring
- Functional knowledge of are leading and act as a subject matter expert
- Address and resolve escalations
- Maintain stakeholder relationships
- Drive accountability on policies and other guidelines
- Support project work and improvements to processes
- Partner with leadership team to operationalize and execute policies
- 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
- Some experience in retail, hospitality, or customer service in-person or contact center environment
- FOR INTERNALS: At least 1 year of informal leadership or SME experience // FOR EXTERNALS: At least 1 year of people management experience
- Basic project management skills
- Proficiency in Google Suite
- More than 6 months of experience in one of the following: service quality assurance, compliance, banking, insurance, fraud, consulting or regulated area
- Experience in data analytics, SQL, and web query skills
- Experience presenting information and facilitating meetings
- At least 2 years of experience in Operations (Safety, fraud, customer experience, or risk experience preferred), Quality Assurance or Call Center Operations Experience
- Demonstrated leadership skills with a track record in hiring, developing and retaining high performing talent
- Shown experience leading cross-functional projects and senior stakeholders, powered by data-driven insights
- Ability to use strong analytical, data analysis, and leadership skills to quantify problems and drive solutions
- Mid-Advance Excel/Google Sheets skills
- Technical skills: Working Knowledge of Data Analysis and Data visualization, R, SQL, Python, or other scripting languages, Six Sigma yellow or green belt
- Has worked in a startup, building out new processes
- Detail Oriented - Shown ability to multi-task and follow through while paying strict attention to detail
- Skillful - Sharp analytical and project management skills. You also have strong communication skills, including the ability to listen optimally, confidently and diplomatically express opinions, and present effectively to varied audiences
- Creative Problem Solver - You thrive in ambiguous situations and are able provide structure to unique and new challenges
- A Teammate - You collaborate internally or across functional/regional areas to get the best possible outcome for Content
- An Owner - You get things done. You are driven and deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You have the initiative to solve problems on your own
- A Partner Manager - Ability to absorb and empathize with all partners. Understand each of their primary goals/motives to ensure that these are considered and communicated effectively
- Positive - An infectiously positive attitude and drive to win; hustle with determination Results driven and have a get it done attitude
For Chicago, IL-based roles: The base hourly rate amount for this role is USD$29.50 per hour. For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$27.25 per hour. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
