Senior COE Specialist II

About the role and team

Community Operations at Uber is where real people solve real problems in real time. As a Senior COE Specialist II, you will step into a high-stakes environment where the answers aren't always in a playbook. You’ll be responsible for navigating "edge cases"—the messy, complex, and high-impact problems that require more than just following a process; they require deep subjectivity, business judgment, and a steady hand.

The pace here is intense, and the stakes are high because you are often the final line of defense for our riders, drivers, and merchants. This role is about more than just closing tickets; it’s about identifying why things are breaking and partnering across the business to fix the root cause. You’ll thrive if you are a sharp, resilient problem-solver who can stay calm under pressure and move with urgency to turn uncertainty into clarity.

What you’ll do

• Navigate and resolve high-complexity edge cases that lack predefined procedures, using sound business judgment to balance user needs with Uber’s core values.
• Lead the resolution of sensitive customer escalations, turning emotionally charged situations into moments of clarity and trust through calm, professional communication.
• Perform deep-dive root cause analysis on support processes and content, presenting actionable findings to drive long-term systemic improvements.
• Partner with cross-functional stakeholders and programmatic internal teams to identify emerging themes and solve recurring customer pain points at scale.
• Create and pitch process improvement proposals—such as new saved replies, Knowledge Base articles, or workflows—to enhance the way we support our community.
• Identify and file technical bug reports for issues requiring engineering fixes, while managing expectations with stakeholders regarding false-positive escalations.

Basic Qualifications

• 1+ year of experience in a high-volume retail, hospitality, or contact center environment (6+ months for internal candidates).
• High school diploma or equivalent experience.
• Proficiency operating across multiple communication modalities (e.g., phone, chat, and email) in a fast-paced environment.

Preferred Qualifications

• Exceptional systems thinking skills with the ability to identify patterns within complex, unstructured data.
• Proven resilience and the ability to make high-stakes decisions with imperfect information.
• Strong stakeholder management skills, with experience influencing others without direct authority to implement process changes.
• A proactive "owner" mindset—someone who doesn't just fix the ticket, but works to ensure the issue doesn't happen again.

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.