*DISCLOSURE: This is an hourly waged role based in US&C and does not provide visa employment sponsorship and relocation assistance.

　　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.

　　What You'll Do

　　Lead overall queue and team performance and get results on productivity, quality, customer, partners, and other business outcomesLead, coach, mentor, encourage, and be responsible for the performance of a team of Fix Experience specialistsFunctional knowledge of and act as a subject matter expert of queue, domain, and projects related to queue and day to day operationsAddress and resolve critical issues from partners and other teamsMaintain stakeholder relationshipsDrive accountability on policies and other guidelinesSupport project work and improvements to processes within queue, team, or overall programPartner with leadership team to make local decisions related to operationalizing policies and implement end to endSupport 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: TransformationIdentify and call out operational weaknesses and help improve or innovate new processes to increase overall efficiency across the organization;Help conceptualise and work through end to end programs right through conceptualisation, execution and closure of priority programs for the programBuild culture of insights generation to improve domain, process, and overall business by reviewing Jira & T3 metrics regularlyHold weekly or fortnightly syncs for each specialized queues to provide resource and material updatesAbility to convert ambiguous business problems into digestible and practical solutions or projectsDesign, Build, and Circulate top management-level slide presentations and communicationOther ad-hoc project work as the business requires

　　What You'll Need

　　2+ years of experience in bug identification, triaging, bug reproduction, debugging and outage identification; or IT incident managementOr 2+ years of hands-on experience in Software / Application tech issues investigation, problem identification, reporting observations to the tech team and getting them fixedOr 2+ years of data analytics/science experience with insights, and intermediate SQL and coding experienceOr 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 toolsor 2 years of combination of skills mentioned aboveAt least 1 year of people management experience or informal leadershipSome experience in retail, hospitality, or customer service in-person or contact center environmentProficiency in Google SuiteStrong communication, problem-solving, coaching & development, emotional intelligence, operational excellence, and partner leadership skillsExperience in end to end project management and process improvementExcellent written and verbal communication skillsExcellent deck creation and presentation skillsStrong social skills and ability to communicate and influence people at all levels across a broad variety of job functionsAbility to work with remote teams and across time zones to develop strategies and cultivate a cohesive and creative work environmentExcellent 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 environmentAbility 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 solutionsOwnership and entrepreneurial mentalitySchedule flexibility

　　Preferred Experience and Skills:

　　Bachelor's degreeStrong project management experienceExperience in data reporting and analyticsTechnical 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$29.75 per hour.

　　For San Francisco, CA-based roles: The base hourly rate amount for this role is USD$34.50 per hour.

　　For all US locations, 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.