Service Team Lead II (QC)

About the Role

As a Quality Senior Team Lead for our Japan QA Team, you will contribute to Uber's goal of providing world-class support for different modalities that is as seamless as the ride or delivery experience by identifying areas of opportunities and strengths through the Uber quality program. You will be responsible for supporting 8-15 QA Reviewers in managing day-to-day activities and play a vital role in fostering partnerships to develop solutions that will improve our riders, drivers, and merchants' support experiences by working closely with our Program & Customer Experience stakeholders.

Your Impact In Role

1. Team management: Manage administrative functions for the team
2. Performance management: Drive LOB Quality scores by providing insights and action plan recommendations; Review and release reports outlining LOB quality opportunities; Lead projects/initiatives that can help drive extraordinary customer experience
3. Process implementation and change management: Effectively communicate quality processes and changes to relevant partners to ensure understanding and compliance; Track site compliance to various quality SOPs and requirements
4. Stakeholder management: Develop and maintain relationships with a variety of partners, including LOB program managers, team leads, and managers
5. Project management: Conduct initiatives and experiments to improve quality for the site or dedicated lines of business, such as support content improvement, onsite quality form launches, and perform Kaizen or continuous Quality process improvements at the COE and/or BPO

The Experience You'll Bring

1. Minimum 3 years Quality Assurance and/or People Management experience
2. Good stakeholder management & people skills
3. Advanced knowledge in using Google Suite tools
4. Good-eye in analyzing data
5. CSAT driven mindset
6. Basic knowledge in root cause analysis & process improvement
7. Outstanding written and verbal communication skills
8. Adept in speaking both Japanese and English (business level)

Preferred Qualifications

1. Experience in analyzing data & reporting performance
2. Proactive & able to create SMART action plans to resolve issues
3. Proactive in thinking about the bigger picture and how we can improve as a team and company
4. Good amount of experience in maintaining good relationship with multiple stakeholders and/or LOBs
5. Strategic mindset and ability to plan staffing & productivity for multiple teams

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.

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.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [email protected].