Service Team Lead II (WSP)

About the role and team

The Community Operations organization at Uber is where real people solve real problems in real time. As a Service Team Lead II, you aren't just managing a team; you are empowering the people who make movement possible. You’ll be focused on investing in the continued success of your specialists by providing the resources, high-stakes feedback, and coaching that build the next leaders of Uber. This role is a balance of functional expertise and human leadership-mentoring your team through the "messy" reality of global operations while driving the performance metrics that keep our business reliable.

Success in this role requires a "go-get-it" attitude and the grit to lead through constant change and high ambiguity. You’ll need to navigate the tension between operational efficiency and team wellbeing, making hard calls under pressure to ensure our customers are well taken care of. Whether you are leading technical quality specialists or content strategists, you must be a leader who thrives on building high-performing teams, stays calm when the stakes are high, and moves with both urgency and care.

In this track, you will lead the team responsible for monitoring and auditing the quality of support across different modalities. Your team identifies root causes of friction and recommends the corrective and preventive measures that improve the customer experience across Uber's global support network.

What You’ll Do

• Lead, coach, mentor, and motivate employees, providing the feedback and resources necessary to build a high-performing team and a leadership bench for Uber.
• Manage team performance and drive results against critical KPIs, ensuring every team member is aligned with Uber’s mission and values.
• Partner with the Recruiting team to identify and hire diverse talent that possesses both the technical skill and the mindset to thrive in a fast-paced environment.
• Act as a subject matter expert in your functional area, resolving high-priority escalations and maintaining strong relationships with internal stakeholders.
• Drive accountability on policies and guidelines, ensuring the team operates with integrity while supporting project work and process improvements.
• Partner with the leadership team to operationalize and execute policies, taking local decisions to implement strategies from end-to-end.

What You'll Need

• At least 1 year of informal leadership or Subject Matter Expert (SME) experience (mandatory)
• End-to-end project management and process improvement (preferred)
• Proficiency in Google Suite.
• Stakeholder management.
• Work experience in retail, hospitality, or customer service (in-person or contact center environment).
• Communication, punctual, problem-solving, coaching & development, empathy, operational excellence.

Preferred Qualifications

• Demonstrated ability to stay resilient and adaptable when navigating shifting priorities or "messy" operational challenges.
• Strong communication skills with a proven track record of coaching underperforming individuals to exceed their targets.
• Experience in stakeholder management, specifically the ability to influence without authority and earn trust fast.
• A mindset of curiosity and systems thinking-looking for the root cause of problems rather than just treating symptoms.
• Experience in end-to-end project management and driving continuous improvement in existing services.