About 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

　　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

　　Basic Qualifications:

　　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

　　Preferred Qualifications:

　　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.

　　Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform