COE Team Lead II

About the role and team 

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.

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.

What you’ll do 

• 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.

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