COE Team Lead I

About the Role

At Uber, we’re building a future where autonomous vehicles and human drivers seamlessly work together to make transportation more reliable, affordable, sustainable, and safer. Our vision is one of a hybrid future, with AVs operating alongside drivers and couriers, each bringing their unique capabilities to the table. As the largest on-demand mobility and delivery platform in the world, Uber is uniquely positioned to help AV companies deploy and scale their technology globally.

As the Team Lead on the Autonomous Vehicle team, you will be at the center of delivering on this mission to build the best support experience for Autonomous Vehicle users.

The successful candidate will have a blend of people management skills, problem solving, and the ability to influence and collaborate with a wide range of cross functional stakeholders.

What you’ll do?

Lead, coach, mentor, and motivate a team navigating sensitive cases in a 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 cases and customer concerns

Coordinate closely with global Autonomous Vehicle Operations teams, and local stakeholders to drive handling excellence and act as a local point of contact and subject matter expert 

Be accountable for the continuous improvement of AV processes and policies, leveraging customer and team insights to drive positive and meaningful change

What you’ll need?

• Excellent knowledge of English and Arabic (written and spoken at C1 minimum)
• At least 1 year of people management experience
• Experience in a retail, hospitality, or customer service environment (contact center experience preferred).
• Proven track record of advanced project management skills. You are able to scope, document and execute complex cross-functional projects, while maintaining communication and documentation.
• 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.
• Passion for helping others and creating operational processes.
• 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.

Preferred Qualifications

• Proven ability to build trust and transparency across teams while managing conflicting priorities and stakeholder relationships.
• Experience using data and audit results to drive measurable performance improvements and identify training opportunities.
• High adaptability and a "go-get-it" attitude, with the ability to stay steady in a rapidly changing technical and operational landscape.
• Strong systems thinking approach to simplify complex problems and improve overall operational efficiency.