Safety Investigations Team Lead Ii - Dact

Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Role

The Safety Investigations team provides fast and empathetic support to customers during critical moments. Our Senior Team Leads within Safety Investigations are focused on empowering and investing in the continued success of our Team leads, SMEs and agents by providing resources and coaching that will build the next wave of leaders at Uber.

Senior 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.

Your Impact in Role:

• Lead, coach, mentor, and motivate employees navigating sensitive cases and fast paced environment to deliver on operational key performance indicators (KPIs) and Service Level Agreements (SLA).
• Employ critical thinking, emotional intelligence, and creative problem-solving skills to help employees navigate sensitive cases and high severity safety concerns.
• Manage team performance and escalations.
• Review safety audits for accuracy, clarity and sufficiency.
• Lead improvements on support logic and processes.
• Monitor performance trends and create path to health plan .
• Demonstrates excellent interpersonal skills and ability to establish trust to counterparts globally promoting collaboration among teams.
• Strong communication skills including the ability to listen. effectively; to confidently and diplomatically express opinions and voice concerns with other team members; and to present effective written communication to varied audiences.
• Stay present and available for a team consists of agents, team leads and SMEs handling Customer Deactivation Reviews; this includes covering the floor, answering questions, holding side by side coaching sessions, hosting weekly 1-on-1 meetings, and providing real-time feedback on performance.
• Lead, empower, and develop robust teams of Investigators within a time-sensitive and fast paced environment to deliver on operational key performance indicators (KPIs) and Service Level Agreements (SLA).
• Collaborate with other team leads and support teams within Operations & Insights identifying issues and sharing best practices.
• Capable of managing, coaching, and developing team leads & SMEs.
• Accountable to and responsible for managing a wide spectrum of stakeholders across the entire organization, including senior leaders.
• Manage a high volume or more complex case escalations and participate in business review meetings.
• Plan team strategy and staffing.
• Ability to coordinate projects.

The Experience You'll Bring:

Basic Qualifications:

• At least 2 years of experience managing teams handling Critical Teams - Safety / Fraud / Risk / Compliance (Mandatory).
• Strong emotional regulation, communication, problem-solving, critical thinking, stakeholder manage.ment, and project management skills
• Skilled in de-escalation and case management.
• Proficiency in Google Suite.
• Scheduling flexibility.
• Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability.
• Exceptional written and verbal communication skills.
• Customer Centricity.
• Executional Excellence .
• Exceptional reading and interpretation ability, attention to detail.
• Resistance to stress and pressure of working with different high priority tasks.
• Passion for driving quality and process improvement.
• Stakeholder management: Confident presenting feedback and findings to stakeholders.
• Confident presenting findings to upper management.
• Ability to work cross-functionally with other teams globally within Operations & Insights.
• High accountability and self-motivated to meet deadlines
• Teamwork

Preferred Qualifications

• Experience in service, customer support in a high-volume and extremely fast-paced environment .