Uber Service Team Lead 

United States, West Virginia 

165867541

About the Role

The Team Lead role is one that requires strong subject matter expertise, an eye for continuous process improvement, and strong people management skills. In addition to providing coaching, mentoring, and performance management to the team each week, the person in this role is also responsible for ensuring the team meets their goals and is the main POC when COE QA questions arise. This role requires strong leadership skills, exceptional communication abilities, and a proven track record in process management and performance optimization.

What You Will Do

• Lead, motivate, and develop high performing teams of auditors within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs).
• Stay present and available for your team; this includes covering the floor, answering questions, and providing real-time feedback.
• Coach auditors and drive performance to provide high-quality results and feedback for customer support agents; identify opportunities for additional training & development.
• Create and distribute reports to QA and COE management; escalate issues to Senior Leadership as necessary.
• Will own and develop initiatives for continuous improvement
• Identify trending issues head-on and guide auditors to do the same in their daily work.
• Maintain communication and attend sessions with stakeholders (LoBManagers, Program Managers). They will not be owners of the relationship, but must be capable of productive interactions.
• POC Act as a Subject Matter Expert (SME) for the audit process. Identify trending issues head-on and guide auditors to do the same in their daily work.
• Stakeholder management (LoB Managers, Regional LoB Managers, Program Managers). They will not be owners of the relationship, but must be capable of productive interactions.

Basic Qualifications

• People management skills.
• Leading by example - maintain a positive, can-do attitude and encourage others to do the same.
• Comfortable delivering tough feedback - you’ll need to tune into auditor’s’ performance, give reinforcing feedback where necessary, and offer critical feedback for growth opportunities as they arise.
• Analytical mindset - ability to dive into data to define areas for improvement.
• Exceptional written and verbal communication skills.
• Optimistic leadership - you have an enthusiastic attitude and are passionate about making magic for our communities. You view every support interaction as a chance to impact our riders and driver-partners in a positive way.

Preferred Qualifications

• Bachelor's degree or college experience.
• 1-2 years of leadership experience in customer support or quality assurance.
• Experience in service, retail, customer support, manufacturing or distribution in a high-volume and extremely fast-paced environment.
• Experience leading and managing diverse teams of individuals.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .