Uber COE Team Lead II 

United States, West Virginia 

361661167

Your Impact In Role

As a Senior Team Lead in the COE, you will be responsible for the:

• Overall Performance & People management of TWN COE OEO which comprises Team Leads and Specialists
• Development and coaching of Team Leads
• Stakeholder Management
• Project Management

You will be expected to:

• Partner with leadership team within the CoE to make local decisions related to operationalizing policies and execute end to end
• Maintain stakeholder relationships
• Manage other people leaders
• Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development

The Experience You'll Bring

As a Senior Team Lead, you will be responsible for the:

• Overall management of a small line of business/ subunit of an LOB/ shift, comprising of approximately 4-6 Team Leads and/or 40-60 HC
• Development and mentor of leaders in your sub unit
• Partner management for the line of business you will support
• Lead performance and get results: You will analyze, strategize, implement action items and empower your team to meet and exceed targets on quality, efficiency/productivity, customer and costs, if applicable. You will also collaborate with other internal or external support teams critical to delivering results.
• Lead, coach, mentor and empower people: As an early leader of a rapidly growing team, you will mentor your TLs, develop your own people, guide them and work with them to achieve their full potential. You will lead by example, resolving the toughest of issues from customers and ensuring that your team constantly performs at a high level.
• Build and maintain partner relationships: You will interact and collaborate with teams from the different regions and cities we support, constantly improving our level of service to customers through exceeding on agreed service levels.
• Drive accountability on policies, house rules and other guidelines: You will reinforce compliance to company policies such as house rules, attendance policy and PIP guidelines. You will ensure that you and your TLs do the right thing each time even if it means doing the difficult things.
• Lead improvements on support logic and processes:You will review, handle and lead improvements to current policies and processes to ultimately win our employees, customers and partners over.
• POC for Manager on his/her absence

Basic Qualifications

• 2 years experience in a people manager role
• Extensive background in performance and SLA management
• Willing to work in shifting schedules
• Willing to work primarily in the Taipei office
• Experience working internal/external with stakeholders

Preferred Qualifications:

• Basic familiarity with COPC(r) High Performance Management Techniques (HPMT)
• Foundational knowledge with Lean Six Sigma
• Background in project management

* 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 .