Overnight Senior Team Lead – Bilingual (Spanish/English)

Job description

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.