Senior Team Lead - Escalations

Who you are

You have a proven track record in people management and are excited about leading high-performing teams. With experience in data analytics, you understand how to leverage insights to drive operational improvements and meet KPIs. You thrive in a fast-paced environment where innovation is key, and you enjoy tackling challenges that require creative solutions. You are methodical yet creative, capable of thinking strategically while also managing tactical execution. Your leadership style is motivational, and you are committed to developing the next generation of team leaders. You are adaptable and can navigate the complexities of a rapidly changing organization, ensuring that your team remains focused and engaged.

Desirable

Experience in a customer support or operations role within a tech company would be beneficial. Familiarity with process improvement methodologies and a passion for enhancing customer experiences are also advantageous. You should be comfortable working with data to inform decisions and drive team performance.

What you'll do

As a Senior Team Lead - Escalations at Uber, you will be responsible for scaling support operations in innovative ways. You will lead and motivate a team of Team Leads, each managing their own groups, to ensure that operational KPIs and SLAs are met. Your role will involve setting up career development plans for your team, helping them grow into effective people managers. You will work closely with the Community Operations Manager to align on strategic initiatives and ensure that your team is equipped to handle the challenges of a dynamic environment. You will be tasked with identifying areas for process improvement and implementing solutions that enhance the overall support experience for riders and partner drivers. Your leadership will be crucial in fostering a culture of excellence and accountability within your team.

What we offer

Uber provides a supportive work environment where you can thrive and make a significant impact. You will have the opportunity to work with a diverse team and contribute to the company's mission of providing excellent support to its community. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. You will receive ongoing support and mentorship to help you succeed in your role, along with opportunities for professional development and career advancement.