COE Team Lead II

About the Team

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!

Leading at Uber means setting direction in motion, not waiting for perfect conditions. As a COE Team Lead II, you are a leader of leaders, responsible for navigating the complex intersection of global policy and local operational reality. You won't just manage tasks; you'll build high-performing teams in an ambiguous, rotational shift environment, making hard calls under pressure and carrying the weight of decisions that impact both our people and our community.

About the Role

This role requires a mindset that thrives on challenge and a deep commitment to developing not just teams, but people. You'll be tasked with turning data and audit insights into actionable growth, all while maintaining the high talent bar that excellence requires. If you are a resilient, strategic thinker who can lead with clarity and heart through constant change, this is where you'll make your mark.

The team handles brand-risking non-safety cases coming from frontline and internal stakeholders including ELT to de-escalate the situation and generate insights to mitigate future risks.

Your Impact in Role

• Team management including floor support, performance control, hiring, project management, and stakeholder communication
• Manage and mentor other people leaders, focusing on their professional growth and their ability to drive results within their own teams
• Partner with the COE leadership team to make critical local decisions on operationalizing policies, owning the execution end-to-end
• Build and sustain strategic, collaborative relationships with cross-functional stakeholders to ensure support goals align with broader organizational missions
• Leverage audit results and performance data to guide progressive improvements, identifying high-impact opportunities for training and development
• Navigate high-stakes interpersonal dynamics and influence without authority to remove blockers and improve the support experience
• Drive a culture of accountability and excellence, ensuring that both leaders and agents stay centered on the needs of the millions who rely on our platform.

The Experience You'll Bring

Basic Qualifications

• At least 2 years of direct people management experience
• Experience in a high-volume retail, hospitality, or customer service environment
• Basic project / operations management experience
• Proficiency in Google suite
• Basic data interpretation skills
• Flexibility to support a rotational shift operation, including potential nights, weekends, and holidays

Preferred Qualifications

• Experience in cross-functional stakeholder leadership
• Experience in coaching other leaders / SMEs
• Proven experience managing other people managers in a fast-paced, high-growth technical environment
• Exceptional systems thinking skills with the ability to translate complex data into actionable leadership strategies
• Demonstrated ability to lead through influence and build trust across disparate teams and regions
• A go-get-it attitude with a track record of taking ownership of results during periods of high ambiguity

Ready to Ride?

This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

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.