Senior Team Lead

About the Role

We are looking to strengthen our Community Specialists Team (CST) Experience Team with a new people manager! This Team Lead will manage two teams under the CST Experience Team: 1) The performance management program, "Pay for Performance" (P4P), which is responsible for launching initiatives to motivate Uber's CST, and 2) The Content Enrichment Team (CET), which builds bespoke design materials internally for our senior leaders and stakeholders.

The P4P Team is the central repository for all programs relating to CST bonus management, developing agent performance insights, and launching standardization initiatives across the globe. CET elevates Uber's storytelling capabilities by creating content that inspires engagement and successful collaboration.

We're looking for a Team Lead who can juggle duties between program management that requires long term vision setting while also managing the day to day of our volume based work. This role will partner with their leaders to strategize ongoing program design, operationalize the day to day, and manage the intake process for new requests and projects. Team Leads provide and receive feedback, coach and develop employees, as well as manage teams to ensure our customers are well taken care of while managing the team's performance metrics.

You should have at least 1 year of experience organizing and managing projects with minimum guidance, excellent attention to detail, and the ability to clearly communicate and present information for a complex matrix of stakeholders.

*This is a fixed hourly waged role and does not provide visa employment sponsorship or transfers.*

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 the program we are leading and act as a subject matter expert

- Address and resolve escalations

- Maintain stakeholder relationships

- Partner with leadership team to make local decisions related to operationalizing policies and execute end to end

- Subject matter advisor for team

- Assist with managing and prioritizing content requests

- Oversee content creation production and manage specialist work assignments

- Oversee content projects (e.g., product launch or new line of business)

- Surface and communicate possible conflicts between policies to stakeholders

- Partner with leadership team to operationalize and execute policies

- Support project work and improvements to processes

Basic Qualifications

- Some experience in retail, hospitality, or customer service in-person or contact center environment

- Internal Candidates: At least 1 year of informal leadership or subject matter expert (SME) experience

- External Candidates: At least 1 year of people management experience

- At least 1 year of project management

Preferred Qualifications

- Experience in project management and content management environment

- 1 Year of experience creating digital content (presentations, newsletters, websites, etc)

- Proficiency in Google Suite or Microsoft Office-like products

- Strong

- Strong communication, problem-solving, coaching & development, empathy, operational excellence, and stakeholder management skills

- Strong end to end project management and process improvement skills

- Experience working with project management tools such as Smartsheets, Asana, Google Sheets

- Ability to manage multiple work streams efficiently in a high-pressure, complex environment

- Exceptional written and verbal communication skills

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$33.25 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 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://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.