Service Team Lead II

About The Role

As part of the Community Operations, the Senior Team Lead of Team Identity will manage a team of 45-60 Risk and Compliance Specialists to ensure goals and objectives are achieved with excellence.

The Senior 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 multiple partners. At the core of it, you understand people and can empower teams to get results.

• What the Candidate Will Do ----
• Operations Management: Manage a team of 45-60 Risk and Compliance Specialists and be responsible for all the operational goals of the LOB
• Process improvement: Identify operational and structural weaknesses and help improve existing or develop new processes and driving high compliance
• Program/project management: Be a multi-tasker, supporting projects across the LOB and you'll be the go to person for many key initiatives within the COE
• Problem Solving: Have a knack for solving problems and dealing with with issues in a structured and calm way
• Stakeholder management: Engage strategically with stakeholders, be it city function leads or vendors to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams.
• People Management: Be a great people manager, coaching the team leads and CSRs while building a solid team culture
• Basic Qualifications ----
• Experience presenting information and facilitating meetings
• Demonstrated ability to thrive in a fast-paced and dynamic environment, pushing for innovative solutions and experiences for users.
• Strong ownership mentality, driven to elevate Uber support, solve problems independently, and take initiative.
• Effective leadership skills to mentor and guide teams to deliver exceptional support consistently.
• Service-oriented mindset to enhance user experiences and build trust in the Uber platform.
• Proficiency in English communication
• At least 1 year of relevant experience
• Strong customer service, technical proficiency, coaching, mentoring, and stakeholder management skills.
• Preferred Qualifications ----
• Bachelor's degree
• Experience in other customer-centric industries
• Background in sales, customer dedication, or retention is preferred
• Extensive experience dealing with different markets (countries) and excellent understanding of cultural differences