Safety Investigations Team Lead I

About the Role

The Global Operations and Insights team 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 reviews.

As a Team Lead in our India Center of Excellence (COE), you will be responsible for managing and leading Safety Investigation Specialists. You will handle and empower your team who are responsible for providing the highest quality support in the hardest working, most efficient way possible.

What You'll Do

• Team Management: As a Team Lead, you will be responsible for managing a team of specialists. This includes providing guidance, support, and mentoring to the team members, assigning tasks, and ensuring the team's overall performance and productivity
• Escalation Management: You will handle escalated cases or issues that require higher-level attention or decision-making. This includes resolving complex customer concerns, addressing challenging situations, and making critical decisions to ensure customer satisfaction
• Communication and Collaboration: You will liaise between the specialists and the leadership team. This includes communicating important updates, and changes in processes, and sharing insights or recommendations to facilitate effective collaboration and alignment between the team and the organization's goals
• Process Improvement: You will streamline and improve the team's processes. This involves identifying areas for improvement, implementing best practices, and optimizing workflows to enhance efficiency and effectiveness
• Performance Monitoring: It is your responsibility to monitor the performance of the specialists and provide regular feedback and coaching to help them improve their skills and meet their target metrics. This includes conducting performance evaluations and setting performance goals for individual team members
• Quality Assurance: You will be in charge of ensuring the quality of the team's work. This involves reviewing case documentation, analyzing information, and providing recommendations to the specialists to ensure accuracy, consistency, and adherence to guidelines and standards
• Reporting and Analysis: You will be responsible for generating reports and analyzing data related to the team's performance and customer feedback. This involves tracking key performance metrics, identifying trends and patterns, and providing insights to the leadership team to drive continuous improvement

Basic Qualifications

• 1+ year of experience as a Team Lead/People Manager capacity in relevant field
• Understanding of team metrics and an analytical mind to identify trends in data.
• Be willing to go above and beyond of what is encouraged of you - Positive influencer and strong Uber culture advocate
• A proven expert in performing policy changes/support logic
• Mentors the team and is recognized as an SME for their LOB ; Supports the team in their leader's absence
• Recognises opportunities in the process and suggests solutions/improvements
• Excellent interpersonal skills as you will need to provide 1:1 feedback to specialists
• Strong communication skills, time management and interpersonal skills
• Ability to pick up on trends and provide insights to IRT Leadership

Preferred Qualifications

• Proficiency in SQL, Excel and Google Sheets will be helpful
• Comfortable with working directly with various levels of leadership
• Experience within SRAS is preferred
• Experience within DACT is highly preferred