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About EMEA Community Operations
Community Operations is pioneering how Uber interacts with users around the globe. We support all Uber business lines and propositions (Mobility verticals like Rides, Hailables; Delivery verticals like Eats and Grocery, and specific propositions like Uber for Business) and cover a broad range of activities including customer service, platform safety, new partner onboarding, sales, compliance and account management.
In EMEA, we lead these activities in 30+ countries and in 20+ languages, in large scale and highly nuanced market environments and operational complexity. We are extremely proud of being the most geographically diversified team in Uber, and welcome you to be part of our high performing, diversified and inclusive team!
About the job
In the Central Safety, Risk and Compliance (SRC) team in Community Operations, We rebuild trust with customers and enable business growth for Uber, by delivering a compliant platform and the best-in-class safety and risk support in EMEA. The team consists of three pillars: Safety Support, Risk and Compliance, and Strategy and Planning.
We’re seeking a Risk, and Compliance Program Manager to drive continuous improvement at key stages of the sign-up and onboarding experience. The target will be to enable a perfect end-user experience that is fully compliant within a continuously evolving regulatory landscape, across the diverse EMEA region.
Who you are:
You are very organized, with strong project management, vision, and sophisticated analytical skills.
A structured problem solver who can see around corners, predict possible roadblocks and adapt quickly to changes in policy, process, and business priorities
You love data and harness its potential to influence partners to embrace the processes and controls you build.
A strong communicator who can use data to tell compelling stories about our riders and partners in order to drive the initiatives that will help redefine Community Operations across EMEA.
-You are detailed in all you do and see to it that every process and product roll-out- both internal and external- is both user-friendly and legally rock-solid.
Above all else, they will be a problem-solver and collaborator who is exceptionally passionate about improving the support experience of the Uber community.
What you'll do:
Be responsible for the process and execution for a wide range of Compliance projects, including partner screening, user verification, and regulatory and legal compliance.
Build a robust program management structure for Uber’s document processing operations, which form a major component of our overall compliance strategy.
Partner with a variety of functional team members and combine analytical rigor and thought leadership to get improvements in critical areas like driver/restaurant onboarding, documents, and insurance review.
Work to improve the user experience for our earners in the funnel
Establish expertise, credibility, and a reputation for reliability with document program partners.
Drive improvements in cost and quality in Uber’s document processing operations while maintaining a steadfast focus on customer experience.
Proactively develop new metrics to identify trends, generate data and insights to contribute to the entire team.
Work to develop an efficient and effective compliance approach and work with global, regional, and functional teams to implement these across the organization.
Maintain a proactive approach toward identifying and mitigating risk.
Influence partners to close gaps in existing processes and policies frameworks and develop scalable solutions to prevent issues moving forward
Work with the broader team and our business partners to understand the "Why?" in addition to the "What?" behind our biggest challenges
Adapting to the somewhat “moving target” that is EU Compliance Regulation
Working/communicating effectively across cross-functional stakeholders (i.e. using influence to achieve objectives across a breadth of Operations, Legal, Product, etc.)
We are in very early stages in building out our documents processes so the ability to work with ambiguity and build structured process from the ground-up will be critical