About the Role
Fix Experience is a global team that takes full ownership of production Bug and Outages and drives them all the way to resolution in real-time. The team serves two key functions while bridging the gap between our support and engineering organizations. 1) We triage agent reports of possible bugs and outages to identify system issues by deeper investigations, reproducing the issue, and escalating them to the appropriate team to drive resolution in a timely manner. 2) We also handle incident response protocols during outages to ensure that key partners are updated as well as we provide the support needed to connect the dots.
We are looking for an exceptional Team Lead to join the Global Fix Experience Operations team to lead a product queue and a group of agents working on identifying and investigating bugs and outages. The role will be responsible for the overall performance of the team and queue and the assigned agents' management, coaching, feedback, and career progression. In addition, this role will be representing the queue and team in partner meetings and will be the point of contact and resource person for all projects related to this queue or the overall program.
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What You'll Do
- Lead overall queue and team performance and get results on productivity, quality, customer, partners, and other business outcomes
- Lead, coach, mentor, encourage, and be responsible for the performance of a team of Fix Experience specialists
- Functional knowledge of and act as a subject matter expert of queue, domain, and projects related to queue and day to day operations
- Address and resolve critical issues from partners and other teams
- Maintain stakeholder relationships
- Drive accountability on policies and other guidelines
- Support project work and improvements to processes within queue, team, or overall program
- Partner with leadership team to make local decisions related to operationalizing policies and implement end to end
- Support Product Managers and Program Managers on large cross-functional, high visibility or global projects with minimal guidance (in partnership with Eng, Product, and other CommOps teams) eg: Transformation
- Identify and call out operational weaknesses and help improve or innovate new processes to increase overall efficiency across the organization;
- Help conceptualize and work through end to end programs right through conceptualisation, execution and closure of priority programs for the program
- Build culture of insights generation to improve domain, process, and overall business by reviewing Jira & T3 metrics regularly
- Hold weekly or fortnightly syncs for each specialized queues to provide resource and material updates
- Ability to convert ambiguous business problems into digestible and practical solutions or projects
- Design, Build, and Circulate top management-level slide presentations and communication
- Other ad-hoc project work as the business requires
What You'll Need
- Some experience in retail, hospitality, or customer service in-person or contact center environment
- FOR INTERNALS: At least 1 year of informal leadership or SME experience // FOR EXTERNALS: At least 1 year of people management experience
- Basic project management skills
- Proficiency in Google Suite
- Strong communication, problem-solving, coaching & development, empathy, operational excellence, and stakeholder management skills
- Experience in end to end project management and process improvement
- Schedule flexibility
Preferred Experience and Skills:
- 2+ years of experience in bug identification, triaging, bug reproduction, debugging and outage identification; or IT incident management
- Or 2+ years of hands-on experience in Software / Application tech issues investigation, problem identification, reporting observations to the tech team and getting them fixed
- Or 2+ years of data analytics/science experience with insights, and intermediate SQL and coding experience
- Or 2+ years of Uber Operations experience specializing in retail, heavy investigations, end to end support to customer concern resolution; and heavy mastery of Uber domain, app, and tools
- or 2 years + combination of skills mentioned above
- Some experience in retail, hospitality, or customer service in-person or contact center environment
- Basic project management skills
- Proficiency in Google Suite
- Strong communication, problem-solving, coaching & development, emotional intelligence, operational excellence, and partner leadership skills
- Experience in end to end project management and process improvement
- Excellent written and verbal communication skills
- Excellent deck creation and presentation skills
- Strong social skills and ability to communicate and influence people at all levels across a broad variety of job functions
- Ability to work with remote teams and across time zones to develop strategies and cultivate a cohesive and creative work environment
- Excellent organizational skills to juggle many tasks without losing sight of the highest priority items. Ability to stay focused under pressure, prioritizing and balancing multiple projects simultaneously in a fast-paced environment
- Ability to understand sophisticated concepts and work across multiple functions and teams. Demonstrate initiative, persistence, ability to problem solve, and passion for learning new skills; Offer creative thinking and solutions
- Ownership and entrepreneurial mentality
- Bachelor's degree
- Experience in data reporting and analytics
- Technical skills: basic SQL query and/or coding experience, intermediate sheets experience, proficient in Google Suites
For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$28.50 per hour.
You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action 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.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.