At Uber, providing world-class customer support is a core feature of our product experience. Delivering this caliber of support isn't easy - it takes leaders who can understand Uber's operations, adapt to our constantly changing business, and help solve problems where no solution currently exists.
The "Program Leader - EMEA Safety" is a unique opportunity to lead a strategic and impactful program management team, working across all of Uber's lines of business (Rides, Eats, etc.). Reporting into the Head of Safety, Risk, and Compliance, EMEA Community Operations ("CommOps"), you will be responsible for managing a team of 3-4 reports, working across a vast network of internal and external service providers.
The EMEA CommOps Safety Team is responsible for innovating and curating Uber's customer experience during critical, safety-related moments. As the "Program Leader - EMEA Safety", you'll be responsible for thinking through every aspect of Safety Support in the region. You will usher complex global and EMEA-level projects through the entire lifecycle, lead cross-functional collaboration, and improve our operations through data analysis, project management, and teamwork. You will play a key role in the strategy and execution of improvements to the current safety support processes and products, while supporting research and resolution of complex issues to improve the customer experience and enhance the safety of the Uber app.
This is a business operations role with strong data orientation, where robust stakeholder management is required of functional and local teams. You are expected to be a strong thought partner to global, regional, and sub-regional leadership on the best approach for operationalizing Uber's Safety support strategy.
We're looking for someone who has experience managing teams and has demonstrated the ability/willingness to "roll-up sleeves" and get involved with operations. We want a creative thinker who will drive innovative solutions, while also holding firm to "do what is right". They need to have the emotional intelligence to manage a large team in a fast paced environment, including a diverse set of stakeholders all over the world.
What the Candidate Will Need / Bonus Points
- What the Candidate Will Do -
Be the voice of EMEA's Safety needs with Global business leaders and cross-functional teams such as Operations, Product, Marketing, Legal and Policy
Leverage data to arrive at conclusions and make process/operation, policy, and product recommendations
Formulate the Safety roadmap for CommOps in EMEA
Identify metrics and targets for the Safety program in EMEA, steer business performance to achieve and go-beyond targets
Establish a culture of "safety first" and "doing the right thing" within Uber Operations, even when not popular, by setting the right tone from the top
Motivate and leverage existing and new team members to continually up-level their results, expectations, and stretch for increasingly higher levels of impact across all core operational functions
- Basic Qualifications -
8+ years of deep, hands-on management of functions that included combinations of the following: business operations, analytics, people, and project management
Strong business judgment and critical thinking skills with the ability to use data to quickly establish the highest value priorities and develop a strategy to pursue them (ability to take strategy and convert it into on the ground execution)
Ability to operationalize processes
Conflict resolution experience and resilience. Ability to be calm in the eye of the storm.
High energy and motivational leadership driven by personal influence and example with direct staff, peers, and senior leaders across all company functions
Experience working closely and communicating effectively with internal and external stakeholders in an ever-changing, rapid growth environment with tight deadlines
Strong experience managing cross-functional teams across multiple offices and territories
You're an Uber evangelist-you care about the product and the customers
Experience with Lean / Six Sigma a plus
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.