Overnight Senior Team Lead

About the role and team 

Leading at Uber means setting direction in motion, not waiting for perfect conditions. As a Senior COE Specialist II leading our Premium & VIP Support operations, you are a leader of leaders, responsible for navigating the complex intersection of high-touch service excellence, global policy, and local operational reality.

In this role, you won’t just manage tasks; you will elevate customer care into a white-glove, concierge-level experience. You’ll build and direct high-performing teams handling our most high-value clients, service partners, executive customers, and complex escalations in a fast-paced, 24/7 environment. You will make hard calls under pressure, oversee service recovery, and carry the weight of decisions that impact both our people and our brand reputation.

This role requires a hospitality-first mindset, resilient strategic thinking, and a deep commitment to developing exceptional talent. If you can turn data and audit insights into white-glove service standards, navigate emotionally charged escalations with composure, and lead with clarity and heart through constant change, this is where you’ll make your mark.

What you’ll do 

• Lead & Develop Leaders: Manage and mentor frontline team leaders and specialist teams, focusing on their professional growth, coaching capabilities, and ability to drive premium service standards within their own teams.

• Operationalize High-Touch Strategy: Partner with COE leadership to translate global policies into seamless, white-glove operational realities. Own end-to-end execution across VIP support channels, ensuring a consistent, effortless, and genuinely cared-for experience.

• Drive Cross-Functional Alignment: Build strategic relationships with Care, Operations, Supply, Tech, and cross-functional stakeholders. Act as a trusted escalation bridge to drive aligned action and eliminate operational friction during live service disruptions or technical outages.

• Escalation Governance & Service Recovery: Oversee the end-to-end management of high-stakes complaints, complex escalations, and executive compensation requests, ensuring outcomes are fair, well-documented, and focused on customer retention.

• Data-Driven Performance & Continuous Improvement: Leverage performance data, audit results, and recurring customer pain points to drive progressive operational improvements, identify high-impact coaching opportunities, and optimize support processes.

• Proactive Risk Mitigation: Establish proactive outreach frameworks and triage protocols to intercept potential service failures before they impact high-value clients or partners.

• Cultivate an Ownership Culture: Drive a culture of accountability, empathy, and hospitality-first excellence, ensuring leaders and agents remain centered on preserving customer confidence in every interaction.

Basic Qualifications 

• At least 2 years of direct people management experience.
• Experience in a high-volume retail, hospitality, or customer service environment.
• Professional proficiency (B2–C1 or native equivalent) in written and spoken English and Spanish to lead bilingual teams and handle senior-level stakeholder or client communications.
• Flexibility to support a overnight operation, including weekends and holidays.

Preferred Qualifications 

• Proven experience managing other people managers in a fast-paced, high-growth technical environment.
• Deep background in hospitality, concierge services, executive support, or premium/luxury customer operations.
• Track record of managing high-stakes customer escalations and service failure recoveries with composure, discretion, and diplomatic communication.
• Exceptional systems thinking skills with the ability to translate complex data into actionable leadership strategies.
• Proven ability to collaborate with and influence cross-functional stakeholders without direct authority to resolve operational bottlenecks.

• A "go-get-it" attitude with a track record of taking ownership of results and driving team clarity during periods of ambiguity and rapid operational change.