Senior Team Lead

• Incident Management Team (Ops Commander)Support Operations, Community Operations Phoenix, Arizona | San Francisco, California Full Time

The Ops Commander Team is a unit within the Global Fix Experience (GFX) team, managing outages, initiating and assisting the Critical Service Issues team in handling crises, and detecting emerging issues impacting customers.

This 24x7 team is the bridge between Frontline Support, Engineering, and CommOps, by facilitating quick responses to support anomalies and outages, ensuring issues and their impact are clear to non-technical stakeholders, and monitoring the resolution of critical customer and support issues.

What You Will Do

Proactively lead, motivate, and develop a high-performing team within a fast-paced and exciting environment to deliver on operational KPIs.

Set up career development plans for your direct reports

Be responsible for managing a team of 8-10 Outage and Critical Incident Analysts on site, while also being involved in the performance management of the rest of the Outage Team from different other locations

Drive continuous process improvement to deliver a consistent world-class experience.

Initiate and lead projects which are linked to the business goals & metrics and present the findings in front of Senior Management

Be comfortable & confident in taking on risks that are key to effective decision making and the growth of your team and line of business

Effective negotiation skills for the purpose of group discussion, team meetings, Weekly and Monthly business reviews, in a professional manner

Understand how to engage with those around you through collaboration, coaching and innovation, in situations of hierarchical control and without command and control

Understand organizational culture how to use to influence their team

Build a strong team culture, focused on insights generation to improve domain, process, and overall business, strong ownership and focus on problem solving

Ability to convert ambiguous business problems into digestible and practical solutions or projects

Enable effective decision-making while understanding both positive and negative consequences, enhancing leadership and strategy

Self-motivation: Building capabilities and awareness to consistently control distractions, pause, reflect and execute effective decision-making

Stakeholder Management: Promoting adaptable and positive behaviours, building confidence to engage with peers and leaders at multiple levels within organizations.

Day-to-day job activities of the team you will be leading include:

Anomaly Monitoring

Escalation Channel Monitoring

Outage

• Crisis Management

Insight Generation

Basic Qualifications

Some experience in retail, hospitality, or customer service in-person or contact center environments

For internal candidates: 1

• year of informal leadership or SME experience

For external candidates: 1

• year of people management experience

• Experience with end-to-end project management and process improvement

Proficiency in Google Suite

Communication, punctual, problem-solving, coaching & development, empathy, operational excellence, stakeholder management

Preferred QualificationsFlexibility to work on shifts - early, late, weekend or holidays.

2

years of experience with the GFX team, demonstrating mastery of outage, KIP and bug support flows or

1.5

years of experience in Managing Teams, demonstrating strong leadership and performance management skills

Strong stakeholder management skills with the ability to bridge engineering, frontline support, and non-technical teams during outages.

Excellent communication, critical thinking, and data-driven decision-making abilities.

Problem solving and good organizational skills, ownership mindset, and a can-do attitude.

Ability to work well under pressure with meticulous attention to detail and adherence to complex processes.

CommOps experience - working with CommOps CX and Support Organizations

VM/GCC/Content, understanding how CommOps works

Technical understanding: strong understanding of Uber technical support processes, tools, and technologies, along with a good grasp of product and engineering workflows including Incident Management / Ring 0 (or equivalent ITIL Service Management Practices).

Some experience in retail, hospitality, or customer service in-person or contact center environment

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