Service Team Lead I (WSP)

About the role and team

The Community Operations organization at Uber is where real people solve real problems in real time. As a Service Team Lead, you aren't just managing a team; you are empowering the people who make movement possible. You’ll be focused on investing in the success of our agents by providing the resources and coaching that build the next leaders of Uber. This role is a high-stakes balance of technical oversight and human leadership—investing in the growth of your team while driving the performance metrics that keep our business reliable.

Success in this role requires a "go-get-it" attitude and the grit to lead through constant change and high ambiguity. You’ll need to navigate the tension between operational efficiency and team wellbeing, making hard calls under pressure to ensure our customers are well taken care of. Whether you are leading technical analysts, workforce specialists, or program experts, you must be a leader who thrives on building high-performing teams and stays calm when the stakes are high.

[Recruiter: Select the paragraph below that matches the specific track]

• (Workforce Management Track): Within WFM, you will help align the right people with the right skills, at the right times. You’ll navigate the complexity of global demand to ensure our support delivery is both cost-effective and optimal for millions of users.
• (Service Team Analytics Track): Leading a team of analysts, you will be responsible for resolving technical issues on the platform. Your team performs deep data and system analysis to build enhancements and discover the insights that unblock our global operations.
• (Program Track): You will lead Program Specialists who partner cross-functionally with Engineering and Ops to build effortless support processes. Your team develops services for new products while driving continuous improvement within existing ones.

What you’ll do

• Lead, coach, mentor, and motivate employees, providing the feedback and resources necessary to build a high-performing team and a leadership bench for Uber.
• Manage team performance and drive results against critical KPIs, ensuring every team member is aligned with Uber’s mission and values.
• Partner with the Recruiting team to identify and hire diverse talent that possesses both the technical skill and the mindset to thrive in a fast-paced environment.
• Act as a subject matter expert in your functional area, resolving high-priority escalations and maintaining strong relationships with internal stakeholders.
• Drive accountability on policies and guidelines, ensuring the team operates with integrity while supporting project work and process improvements.

[Recruiter: Select additional bullets based on the track]

• (WFM Track): Oversee forecasting and reporting on business historical statistics; review agent forecasts against capacity needs and oversee the planning of schedules and exemptions.
• (Analytics Track): Manage reporting and business statistics; develop technical content and troubleshooting guides to guide global teams through incident management.

Basic Qualifications

• Some experience in retail, hospitality, or customer service in-person or contact center environment (with focus on modalities associated with specific LOB).
• For Internal Candidates: At least 1 year of informal leadership or Subject Matter Expert (SME) experience.
• For External Candidates: At least 1 year of direct people management experience.
• Basic project management.
• Proficiency in Google Suite.
• Communication, punctual, problem-solving, coaching & development, empathy, operational excellence, stakeholder management.

Preferred Qualifications

• Demonstrated ability to stay resilient and adaptable when navigating shifting priorities or "messy" operational challenges.
• Strong communication skills with a proven track record of coaching underperforming individuals to exceed their targets.
• Experience in stakeholder management, specifically the ability to influence without authority and earn trust fast.
• A mindset of curiosity and systems thinking—looking for the root cause of problems rather than just treating symptoms.

[Recruiter: Select for Program track only]

• (Program Track): Experience in building processes for new product launches or driving continuous improvement initiatives.

Ready to Ride?

This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity 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.