Escalated Deactivations Team Lead

3 months ago

Sydney, Australia Uber Full time

**#Greatmindsdontthinkalike**:At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

**About The Team**

Community Operations is the heart and soul of our **#BuildWithHeart **approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber

**About The Role**

The Escalated Deactivations Team provides fast, empathetic and accurate support to customers, regulators, unions and legal teams through critical investigations. We help impacted users and internal/ external stakeholders by validating safety standards and delivering accurate recommendations as well as providing a continuous improvement feedback loop to the business to improve the safety, fairness and transparency for all of Uber's customers.

**Your Impact in Role**:

- Lead, coach, mentor and motivate a team navigating sensitive cases in a fast-paced environment to deliver on operational key performance indicators (KPIs) and Service Level Agreements (SLA)
- Employ critical thinking, emotional intelligence and creative problem solving skills to help employees navigate sensitive cases and high severity safety concerns.
- Lead internal operational work streams including analytics and reporting, quality assurance, training and development and administration.
- Provide oversight and leadership for escalated requests across our deactivations workstreams, challenging yourself and your team to solve complicated problems.
- Work closely with cross functional stakeholders to drive collaboration in decision making, investigation and actioning of accounts
- Be accountable for the continuous improvement of safety processes and policies, by leveraging customer and team insights to drive positive and meaningful change
- Lead the admin and process for decision making forums bringing stakeholders together to make accurate and timely decisions
- We are looking for someone who is able to work independently and bring gravitas to decision making and stakeholder engagement, but also able to work well as part of a close-knit team to deliver against the broader objectives of the IRT/ Escalations/Actioning Program in facilitating the global and local safety agendas.

**The Experience You'll Bring**:

- People management or leadership experience, including developed skills in dispute resolution, training and development and reporting
- IRT / safety support experience & tooling knowledge preferred but not essential
- Excellent communication (written and presenting) skills
- Strong stakeholder management skill set, with an ability to establish productive working relationships with immediate working team and senior business stakeholders through trust and reliability
- Strong communication skills including the ability to listen effectively and diplomatically express opinions and voice concerns with other team members; and to present effective written communication to varied audiences.
- Organised and self-driven with an excellent ability to handle a large workload and conflicting, urgent priorities
- Executional rigour and a strong eye for detail - someone who strives for perfection and holds others to the highest standards
- Strong analysis and critical thinking skills
- Ability to provide and receive constructive feedback and identify opportunities for improvement
- Data skills and ability to create reporting mechanisms and identify trends preferred but not essential

**Preferred Qualifications**
- SQL skills a bonus

  • Escalated Deactivation Specialist

    3 months ago

    Sydney, Australia Uber Full time

    **#Greatmindsdontthinkalike**:At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. **About The...

  • Technical Support Escalations Team Lead

    3 weeks ago

    Sydney, New South Wales, Australia Motorola Solutions Full time

    Job DescriptionWe are seeking a highly skilled Technical Support Escalations Lead to join our team at Motorola Solutions.This is an experienced position, requiring 3-5 years of relevant experience in an IT environment or 7 years of relevant experience with additional vocational or technical education.Key Responsibilities: Serve as the primary technical...

  • Technical Support Escalations Team Lead Position

    3 weeks ago

    Sydney, New South Wales, Australia Motorola Solutions Full time

    OverviewMotorola Solutions is a leading provider of mission-critical communication solutions, and we're seeking an experienced Technical Support Escalations Team Lead to join our team. This role plays a critical part in ensuring the success of our customers by providing exceptional technical support and expertise.

  • Escalation Response Lead, Usds

    6 months ago

    Sydney, Australia TikTok Full time

    Responsibilities About TikTok U.S. Data Security TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and...

  • Senior Escalation Manager Lead

    3 weeks ago

    North Sydney Council, Australia Splunk Inc Full time

    About the RoleThe Senior Escalation Manager Lead is an exciting opportunity within the Splunk Problem Incident and Escalation (SPIE) team within Global Support here at Splunk. Want to help solve sophisticated problems that help Splunk customers? As a member of this team, your goal will be to help understand and drive customer-critical issues with product...

  • Senior Technical Support Escalations Lead

    4 weeks ago

    Sydney, New South Wales, Australia Motorola Solutions Full time

    Job OverviewMotorola Solutions is a leading provider of innovative technology solutions for public safety and enterprise customers. We are seeking an experienced Senior Technical Support Escalations Lead to join our team.

  • Escalation Manager, Tableau

    7 months ago

    Sydney, Australia Salesforce Full time

    Job Category Operations Job Details **About Salesforce** We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your...

  • Incident and Escalation Manager

    3 months ago

    Sydney, Australia Datadog Full time

    The Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering (GSE) organization. The purpose of IEM is to continuously improve Datadog's overall customer experience during incidents and critical moments. Datadog Global Support Engineering (GSE) is looking for experts with a background in Incident Management and...

  • Escalation Manager

    6 months ago

    Sydney, Australia AC3 Full time

    Exposure to Blue chip & Government Cloud Environments - 4th Best Place to Work in Australia! - Guide engineers of various specialties to resolve complex problems and incidents **Please note - applicants must be living in Sydney, overseas or interstate applicants will not be considered.** **About the company** *** At AC3, our purpose is to make technology...

  • Escalation Manager

    6 months ago

    Sydney, Australia Salesforce Full time

    Job Category Operations Job Details **About Salesforce** We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your...

  • Escalation Response Specialist

    6 months ago

    Sydney, Australia TikTok Full time

    Responsibilities About TikTok U.S. Data Security TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and...

  • Senior Technical Escalation Specialist

    4 weeks ago

    Sydney, New South Wales, Australia The Drive Group Full time

    The Drive Group is a reputable managed services provider in Sydney, partnering with clients to revolutionize the MSP industry.We are seeking an experienced Level 3 Engineer/Technical Lead to join our growing team.This is an exceptional opportunity to work alongside our level 3 team as the point of contact for all technical escalations. You will be...

  • Operations Associate

    2 months ago

    Sydney, Australia Careers at Eucalyptus Full time

    **About Eucalyptus** ‍ Eucalyptus (or 'Euc' for short) is an Australian founded digital healthcare company that is on a mission to solve the world's biggest healthcare challenges - think fertility, and behavioural change around chronic conditions such as weight loss, diabetes, and mental health. Founded in Australia in 2019, we have now helped over 500K...

  • Technical Support Escalations Lead

    4 weeks ago

    Sydney, New South Wales, Australia Motorola Solutions Full time

    Job DescriptionWe are seeking a highly skilled Technical Support Escalations Lead to join our team at Motorola Solutions. As a key member of our technical operations team, you will be responsible for providing expert guidance and support on complex technical issues.ResponsibilitiesServe as the primary technical resource for the team, providing timely and...

  • High-Pressure Escalation Leader

    3 weeks ago

    North Sydney Council, Australia Splunk Inc Full time

    We are seeking a seasoned Senior Escalation Manager to join our Global Support team at Splunk Inc.About the RoleThis is an exciting opportunity for an experienced professional to take on a senior leadership role, working closely with escalation management, customer support, and product engineering teams. As a key member of our SPIE team, your goal will be to...

  • Escalation Response Data Analyst

    6 months ago

    Sydney, Australia TikTok Full time

    Responsibilities About TikTok U.S. Data Security TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and...

  • Technical Escalation Support Specialist

    4 weeks ago

    Sydney, New South Wales, Australia Motorola Solutions Full time

    Job OverviewMotorola Solutions is seeking an experienced Technical Escalation Support Specialist to join our team. This role requires strong technical expertise and exceptional communication skills to provide top-notch support to our customers.Estimated Salary$80,000 - $120,000 per year, based on location and experience.Key Responsibilities Serve as the...

  • Operations Manager, Aws Support Escalation and

    7 months ago

    Sydney, Australia Amazon Web Services Australia Pty Ltd Full time

    Bachelor’s degree in Computer Science, Engineering, Mathematics or a related field or equivalent work and educational experience - 5+ years of experience managing teams in relevant service reliability or mission critical operations. As an Operations Manager on the E2M team, you will be responsible for ensuring that Escalation Engineers are set up for...

  • Support Escalation Manager

    2 months ago

    Sydney, Australia Microsoft Full time

    With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve...

  • Customer Escalation Specialist

    6 months ago

    Sydney, Australia Uber Full time

    **#Greatmindsdontthinkalike**:At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. **About the Team** The...