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TITLE

 

Program Leader, Global Safety Support

COMPANY

 

Uber

LOCATION

 

San Francisco, CA, US

Description

About Uber



We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.



For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.



And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.

About the Role



At Uber, providing world-class customer support to riders and driver partners 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.



We’re looking for a Program Leader to join the Global Safety Support program who will help standardize and unite our safety support programs around the world. You will be reporting into the Head of Global Safety Support and be responsible for managing the alignment of our regional programs, leading cross-regional initiatives, helping to define and standardize process improvements, and much more. This will produce better safety outcomes for our customers and more consistent data for the Safety team to use in building innovative products. This will be a leadership role with a heavy focus on stakeholder engagement, managing and executing on complex projects and programs, leading cross-functional collaboration, driving regional alignment, and improving processes through data analytics, organization, and teamwork.



What You’ll Do



Build a best-in-class team of program managers responsible for standardizing, coordinating and executing across regions within a time-sensitive environment to enable delivery on operational KPIs
Provide project and key stakeholder alignment on initiatives to ensure they are connected to the larger customer support and Safety goals; ensuring projects are properly defined and scoped with charters that include well-written problem statements and quantifiable goals and baseline data
Develop a reporting cadence on performance, trends, and projects designed to standardize, improve processes, and enable better performance of the program
Identify opportunities in our processes and operational models, driving strategic projects aimed at making improvements with global impact
Serve as a critical thought partner to regional and global leadership in developing a best-in-class experience for the customer
Grow your team of program managers by helping them develop critical professional skills (analytics, business acumen, presentation skills, project management, and communication)


What You’ll Need



Proven business leader and a minimum of 8 years of professional experience
Experience managing a team across multiple projects, stakeholders, and actionable insights
Natural builder who is strategic, results-oriented, and people-focused
Demonstrated success in using data to make customer focused decisions and to facilitate behavior change in support organizations
Exceptional written and verbal communication skills across multiple functions and teams
Experience with process optimization, program management, customer support strategy, or quality assurance


About the Team



Community Operations is pioneering how Uber manages rider and driver partner support around the globe. Global Safety Support is a new customer service program chartered with driving collaboration, providing the business with a consolidated voice, and defining and delivering on a best-in-class safety support program. This role will help align and standardize our regional safety support programs around the world.

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