Senior Team Lead - Global Quality Operations chez Uber

About the Role

Global Quality has evolved to set up an efficient, effective, and scaled Quality program that delivers the right outcomes for the business. As part of this organization, we have activated the Operations pillar, dedicated to driving quality excellence through audit execution, calibration, root cause analysis, and actionable insights that help improve the customer and earner experience.

As a Team Lead II, you'll lead a team of Senior Quality Specialists, driving operational excellence, fostering growth, and ensuring strategic alignment across multiple lines of business and geographies. You'll be a key connector between global Quality leadership, cross-functional partners, and on-the-ground QA operations-translating business priorities into action and ensuring consistent execution across the org. This role offers significant visibility, influence, and impact on how we deliver Quality at scale.

What You Will Do

• Lead engagement activities to build a strong team culture and alignment.

• Conduct team huddles to cascade updates and ensure operational clarity.

• Participate in project kick-offs, aligning QA strategy to business needs.

• Oversee day-to-day administrative tasks, ensuring operational continuity.

• Manage the performance of Team Leads, providing coaching and development feedback.

• Conduct regular 1:1s to track progress and support growth.

• Participate in internal business reviews to track progress against key objectives.

• Conduct CST performance assessments to ensure operational effectiveness.

• Attend and represent QA in global and regional business reviews (BRs/KNYs).

• Manage intake of new initiatives, ensuring prioritization and resourcing.

• Oversee upkeep of QA Operations SOPs, ensuring processes remain current and scalable.

• Identify and mitigate operational risks proactively.

• Represent QA in cross-functional projects, ensuring quality objectives are embedded into business initiatives.

• Ensure communication cascade and global alignment of Quality strategy and priorities.

Basic Qualifications

• Experience in retail, hospitality, or customer service in-person or contact center environment

• At least 1 year of informal leadership or SME experience for internals

• 1 year of people mgmt for externals; Basic project management;

• Proficiency in Google Suite

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

Preferred Qualifications

• 1+ years of experience as a Service Quality Team Lead I or similar roles.

• Experience working on resource and/or process standardization across multiple programs and regions.

• Advanced proficiency with Google Sheets, SQL, Looker Studio, and/or Tableau.

• Self-starter - proactively identifies opportunities and provides solutions that align with our org priorities.

• Strong operational acumen and ability to balance tactical execution with strategic thinking.

• Excellent stakeholder management skills, with experience influencing at multiple levels.

• Strong written and verbal communication skills.

• Demonstrated ability to manage multiple priorities in a fast-paced environment.

For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$30.00 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/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- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform