Global Operations and Insights is pioneering how Uber manages safety contacts that contribute to Uber's goal of providing world-class customer support by identifying areas of opportunity and strength through consistent contact review. We’re looking for a Team Lead to join the Operations and Insights team to manage a team and help them be successful by ensuring behavioral-based coaching and feedback mechanisms, with a focus on customer experience and satisfaction. The Team Lead will need to ensure good attendance, performance management, attrition management, and high employee satisfaction. The Team Lead is a methodical but creative thinker, who has a love of large multi-­partner initiatives that require them to innovate, influence, and think both strategically and tactically. The individual must thrive in the type of environment that is ambiguous, fast-paced, and constantly changing. Many of the problems and challenges we face have no textbook solution, so the ability to invent is critical. **What the Candidate Will Do** 1. Lead, motivate, and develop high performing teams of SMEs. Senior Auditors and Auditors within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs). 2. Act in Team Lead function for multiple LOBs and provide coaching for all direct reports in role 3. Stay present and available for your team; this includes covering the floor, answering questions, hosting weekly 1-on-1 meetings, and providing real-time feedback. 4. Instruct the team and cultivate performance to serve our rider and driver communities. 5. Audit your team’s performance with weekly audits and guide towards progressive improvements; identify opportunities for additional training & development. 6. Guide enforcement of policies, including attendance; create and distribute reports to COE management, provide Senior Leadership with daily snapshots of the team’s performance; escalate issues to Senior Leadership as necessary. 7. Identify trending issues and lead projects that improve upon current LOB standards. **Basic Qualifications** 1. At least 1 year of urgent customer service support or prior experience handling urgent, sensitive issues 2. At least 1 year of experience in informal leadership or subject matter expertise 3. Proficiency in Google Suite 4. Scheduling flexibility 5. Strong emotional regulation, communication, problem-solving, critical thinking, stakeholder management, and project management skills **Preferred Qualifications** 01. Minimum 1 year of experience with safety audit project management 02. Minimum 1 year of experience in customer service or project management role 03. Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability 04. Confident in presenting feedback and findings to stakeholders 05. Proficiency in project management tools (Jira, MS Project, Primavera, Hive, etc.) 06. Exceptional written and verbal communication skills 07. Results orientation skills 08. Motivational skills 09. Leadership, administrative and coaching skills 10. Optimistic leadership For Chicago, IL-based roles: The base hourly rate amount for this role is USD$33.75 per hour. 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](https://www.uber.com/careers/benefits). Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together. Uber is proud to be an Equal Opportunity 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://forms.gle/aDWTk9k6xtMU25Y5A). Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.