COE Team Lead I – Contact Center Operations

About the role

As a COE Team Lead I at Uber, you will lead a team of specialists who keep the platform running 24/7. You will be responsible for coaching, performance management, and driving operational excellence in a high‑stakes contact‑center environment.

Key responsibilities

• Lead, coach and motivate a team of specialists to achieve high‑performing results.
• Drive accountability by enforcing policies and managing performance metrics in a 24/7 setting.
• Resolve complex escalations and influence cross‑functional partners for solutions.
• Analyze performance and service quality data to create targeted coaching plans.
• Improve support logic and processes to enhance agent and customer experience.
• Conduct root‑cause analysis on escalations and performance gaps, implementing preventive action plans.
• Partner with Recruiting and HR to hire, onboard and develop a diverse team aligned with Uber’s values.

Required profile

• At least 1 year of direct people‑management experience (or internal leadership/SME experience).
• Experience in retail, hospitality or customer‑service environments; contact‑center experience preferred.
• Proficiency with Google Suite and basic project‑management skills.
• Willingness to work flexible hours, including nights, weekends and holidays.

Required skills

• Google Suite