Safety Investigations Team Lead

1 tydzień temu

Kraków, Lesser Poland Uber Pełny etat 60 000 zł - 120 000 zł rocznie

About the Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Within our Community Operations organization, the Safety Investigations team provides fast and empathetic support to customers during critical moments. Our Team Leads within Safety Investigations are focused on empowering and investing in the continued success of our agents by providing resources and coaching that will build the next wave of leaders at Uber. 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.

What the Candidate Will Do

  • 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
  • Demonstrates excellent interpersonal skills and ability to establish trust to aid investigations into Safety incidents
  • Employ 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 your team; 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)
  • Drive continuous process improvement within your LOB and the Centre of Excellence to deliver a consistent world-class experience.
    Manage enforcement of various policies

Basic Qualifications

  • Excellent knowledge of English (written and spoken)
  • Previous experience within Safety or Critical Support
  • Exceptional communication skills. Your communication style is flexible to the situation. From communicating updates to your team, to discussing metrics with key stakeholders, or presenting to management, you communicate clearly and with a purpose
  • Must work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes
  • Ability to troubleshoot problems and find speedy resolutions
  • Skilled at handling multiple issues at once
  • Cool and calm under pressure. You have superior organizational skills, integrity, and great follow-through on tasks.
  • Naturally curious. You love learning how things work and you're always looking for ways to innovate.
  • Word-savvy. You're eloquent and able to strike the perfect tone, whether you're explaining a new policy or the importance of certain complicated metrics, communicating with stakeholders and team.
  • Agile. You can move quickly with care. You embrace change and can absorb new information with ease.

Preferred Qualifications

  • Previous people management experience

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