Job Description

About the Team!

The APAC Center of Excellence team believes in a #GoGetIt approach. Our successes are attributed to our people who are relentless to help others in any way we can. We handle critical concerns from Risk & Identity fraud and make sure that the resolution matters to the customer - making each member an eventual promoter of Uber. The right time is always now" when joining Uber and the COE; it has always been moving towards greater heights as we support a lot of markets - allowing you to learn every single day.

About the Role

We are looking for a Team Lead for the UTRIPs Identity team, based out of Hyderabad/ Visakhapatnam, who is passionate about people leadership, operational excellence, and driving team performance through meaningful insights and engagement. This role is critical in managing a team of 15-18 front-line specialists, upholding Uber's high operational and compliance standards, and ensuring a seamless and secure identity verification experience for users across the platform. The ideal candidate thrives in a fast-paced environment, is data-driven, and brings a strong focus on coaching, execution, and stakeholder collaboration.

The Impact You'll Have

Process

Monitor and manage key operational metrics to ensure SLA adherence and quality standards. Drive efficiency by identifying bottlenecks and leading targeted process improvements. Use basic data analytics tools (e.g., Excel, dashboards) to track team performance and extract insights. Partner with cross-functional teams to ensure policy compliance and keep SOPs current. Manage staffing, scheduling, and shifts in collaboration with Workforce Management. Ensure a customer-obsessed, problem-solving mindset across all operational activities.

People

Lead, mentor, and manage a team of 15-18 Identity Specialists focused on performance, engagement, and growth. Conduct regular 1:1s, coaching sessions, and performance reviews in line with Uber's people principles. Build and promote a high-engagement team culture that encourages ownership, innovation, and collaboration.

Project Leadership

Own and drive team-level initiatives that enhance productivity, quality, or the user experience. Collaborate on pilots, capability testing, and ramp planning with peer leads or program teams. Support the rollout of new workflows, tools, or policies in alignment with system and compliance updates.

The Experience You'll Bring

- Basic Qualifications -

Bachelor's degree with 1+ years in people leadership or SME roles managing agent performance; overall 4-5 years work experience in a shared service center. Proven ability to lead 8-10 direct reports with a focus on coaching and feedback. Skilled in Excel, Google Sheets, dashboards, and basic knowledge of GenAI/data mining tools. Strong communication, interpersonal, and independent problem-solving capabilities. Experience in KPI management and navigating fast-paced ops environments. Comfortable working across multiple stakeholders and shifting priorities. Passion for mentoring and team growth. Ability to identify and uplift bottom quartile performers through data-led insights and targeted action.
- Preferred Qualifications -
Experience in KYC, Risk, or Operational roles within compliance-driven environments. Exposure to SQL or advanced analytics tools is an added advantage. Skilled in performing root cause analysis and driving effective remediation plans. Proven track record of leading efficiency or engagement initiatives in an operations context. Understanding of Uber's community operations tools, customer workflows, and service principles is a plus.

What's in it for you

Uber's culture and values are at the core of everything we do so that our employees can better understand who we are and what it's like to work at Uber today. We pride ourselves on the amazing team we've built. The driver behind all of our growth, our bold and disruptive brand, and the game-changing technology we bring to life is the people that make Uber, #OneUber. * Doing your best work means being your best self. We offer a wide range of benefits and perks that are uniquely Uber to support your health and well-being. These benefits have been designed with #OneUber in mind, supporting the whole of you and the way that you work best. Read more about our benefits here: https://www.uber.com/au/en/careers/benefits/