Senior Program Manager, Global Safety Support

4 weeks ago

San Francisco, United States Uber Full time

About the Role

We’re looking for a program manager to join the Global Safety Support team who will help enable a best in class customer experience program. You will be reporting into the Global Safety Support Program Lead and will work across Safety Operations, Safety Product and Safety Data to build a world class safety support program focused on improving both the customer interaction and the front-line agent interaction to help reduce incidents on the platform and streamline safety investigations processes. You will be responsible for helping to define and standardize product improvements, developing and managing the alignment of our regional programs, leading cross-regional projects, and much more. This will produce better safety outcomes for our customers and improve our ability to build innovative products that promote safety for all partners.

This will be a strategy, program management and process excellence role with a heavy focus on cross functional collaboration, regional calibration, and product improvement through analytics, program organization, and cross-functional accountability.

What You'll Do

  • Provide project and key stakeholder alignment on initiatives to ensure they are connected to the larger Safety Support goals; ensuring projects and products are properly defined and scoped
  • Identify opportunities in our processes, products, and operational models aimed at making improvements with a global impact
  • Serve as a critical thought partner and product operations manager to our safety product orgs, to drive a best-in-class experience for the customer and agent
  • Motivate across teams and regions within a time-sensitive environment to enable delivery on operational KPIs
  • Influence and enforce standardization around the globe in the way that we investigate, address, and measure critical safety incidents
  • Develop content and standard operating procedures to improve process adherence and accuracy on a global scale
  • Partner with analytics and strategy teams to define processes to support data integrity

Basic Qualifications

  • 4-7+ years of experience in program management, process optimization, analytics, user experience design and/or managing cross-functional projects and stakeholders

Preferred Qualifications

  • 5 years of product, operations, or customer experience work, while managing cross-functional and global projects, stakeholders, and actionable insights
  • Six Sigma or related process excellence background
  • SQL skills
  • Previous user experience background
  • Self-motivated with a strong affinity for problem solving
  • 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 -- a natural storyteller and consensus builder
  • Experience with program management, customer support strategy, or quality assurance
  • Previous knowledge management experience

For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of compensation. You will also be eligible for various benefits.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. Please speak with your recruiter to better understand in-office expectations for this role.

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