{"id":1599216,"url":"https://alion.io/job/uber-coe-team-lead-i-4","title":"COE Team Lead I","company":{"id":230,"name":"Uber","domain":"uber.com","url":"https://alion.io/company/uber","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":94,"open_postings":117,"ghost_share":0,"stale_share":0.436,"repost_share":0.026,"time_to_fill_p50_days":7,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16500,"max_usd":39000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":12},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-01T08:14:48Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-12T21:17:55Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"About the role and team\nLeading at Uber means setting direction in motion, not waiting for perfect conditions. As a COE Team Lead I, you are responsible for empowering the people who power our platform 24/7. This isn’t a passive management role-you are on the front lines of career-defining work, investing in the success of your agents and building the next wave of Uber leaders. You’ll navigate the high-stakes reality of a contact management center, ensuring our riders, drivers, and earners are well taken care of while carrying the weight of team performance and operational excellence.\nThe pace is intense and the stakes are high, but the impact is real. You’ll need to lead with clarity and heart, making hard calls under pressure and turning complex support logic into actionable guidance for your team. We are looking for resilient, resourceful leaders who thrive in challenge and are motivated by the opportunity to raise the bar for service and team dynamics every single day.\nWhat you’ll do\nLead, coach, and motivate a team of specialists, moving with urgency to turn individual potential into high-performing collective results.\nDrive accountability and results by guiding adherence to policies and managing performance metrics in a fast-moving, 24/7 environment.\nNavigate tension and resolve complex escalations, knowing when to take ownership of a problem and when to influence cross-functional partners for a solution.\nIdentify patterns in team performance and service quality audits to build targeted coaching plans and drive progressive improvements.\nLead improvements on support logic and processes, simplifying the \"messy\" reality of operations to enhance both the agent and customer experience.\nExecute root cause analysis on escalations and performance gaps, implementing action plans that prevent future friction.\nCollaborate with Recruiting and HR partners to hire, onboard, and develop a diverse team aligned with Uber’s mindset and values.\nBasic Qualifications\nBilingual Fluency in Mandarin and English.\nAt least 1 year of direct people management experience.\nExperience in a retail, hospitality, or customer service environment (contact center experience preferred).\nProficiency in Google Suite and basic project management skills.\nFlexibility to work within a 24/7 environment, including nights, weekends, and holidays.\nPreferred Qualifications\nProven ability to build trust and transparency across teams while managing conflicting priorities and stakeholder relationships.\nExperience using data and audit results to drive measurable performance improvements and identify training opportunities.\nHigh adaptability and a \"go-get-it\" attitude, with the ability to stay steady in a rapidly changing technical and operational landscape.\nStrong systems thinking 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