Senior COE Specialist I

**About the role and team** Community Operations at Uber is where real people solve real problems in real time. As a Senior COE Specialist I, you will step into a high-stakes environment where the answers aren't always in a playbook. You’ll be responsible for navigating "edge cases"—the messy, complex, and high-impact problems that require more than just following a process; they require deep subjectivity, business judgment, and a steady hand. This role isn't for those who want a predictable routine. The pace is intense, the problems are ambiguous, and the stakes are high because you are often the final line of defense for our riders, drivers, and merchants. You’ll thrive here if you are a sharp, resilient problem-solver who can balance empathy with decisive action, finding clarity in the chaos to move our business and our community forward. **What you’ll do** - Navigate and resolve high-complexity edge cases that lack predefined procedures, using sound business judgment to balance user needs with Uber’s core values. - Lead the resolution of sensitive customer escalations, turning emotionally charged situations into moments of clarity and trust through calm, professional communication. - Perform deep-dive root cause analysis on recurring issues, identifying systemic friction points and presenting your findings to drive long-term improvements. - Influence cross-functional stakeholders by sharing real-time insights from the front lines to help shape better products, policies, and workflows. - Deliver high-quality support across multiple modalities, maintaining precision and empathy even when volume is high and priorities shift rapidly. - Mentor junior specialists by modeling Uber’s mindset—taking ownership of the "unsolveable" and collaborating with your team to unblock complex hurdles. **Basic Qualifications** - 1+ year of experience in a high-volume retail, hospitality, or contact center environment (6+ months for internal candidates). - High school diploma or equivalent experience. - Proficiency operating across multiple communication modalities (e.g., phone, chat, and email) in a fast-paced environment. **Preferred Qualifications** - Exceptional systems thinking skills with the ability to identify patterns within complex, unstructured data. - Proven resilience and the ability to make high-stakes decisions with imperfect information. - Strong stakeholder management skills, with experience influencing others without direct authority. - A proactive "owner" mindset—someone who doesn't just fix the ticket, but fixes the reason the ticket happened in the first place.