We are searching for a Global Customer Actioning Lead that will be focused on solving critical problems around the quality and fairness of our customer actioning by gathering insights, developing strategy, optimizing processes & partnering closely with product and operations teams to drive the development of the right solutions while growing technology and governance methodology. The role requires strong business acuity, a deep dedication to process and governance, and an ability to work with senior partners across multiple subject areas (product, engineering, data science, operations, policy, communications, legal, marketing).
You will be reporting into the Director of Global Safety, Identity, Risk & Payments Programs within Community Operations. Your efforts will produce better outcomes for our customers and a faster, more accurate process for the business. This will be a leadership role with a heavy focus on stakeholder engagement, managing and completing complex projects and programs, leading cross-functional collaboration, driving regional alignment, and improving processes through data analytics, organization, and teamwork!
This position can be based in San Francisco, Chicago, New York, Washington DC. Other locations may be considered for the right candidate and this is a hybrid role
- Set the long term strategy and vision for customer actioning globally, clearly defining the short and long term goals, as well as the roadmap for execution. Challenge the status quo while working with business leaders to develop business cases thus building solutions and products to solve identified issues
- Gather and provide compelling data and insights about the key problems for the organization to create a comprehensive feedback loop to the business and product to improve customer actioning at Uber
- Identify operational and structural weaknesses and help improve existing or develop new processes to reduce risk while optimizing for funnel conversion
- Team up with regional leadership to launch new tools and processes as well as ensuring the documentation of all existing processes and business rationale
- Align and develop front-end and back-end actioning taxonomy and drive standard operating procedure and quality program standardization
- Ensure senior business leaders are regularly advised of the program evolutions and performance and are engaged in conversations requiring risk analysis and decision making
- Partner across multiple areas of Uber’s business to develop solutions to address the unique & outstanding challenges Uber faces
- 7-9 years experience overall in Program Management relevant to this job profile, with 4+ years in a role leading large cross functional program teams
- Bachelors Degree Obtained
- Skilled in adaptable communication and can create clear narratives using Data and anecdotal evidence
- Deep understanding of business operations and opposing pressures a business leader faces on a day to day basis
- Process and quality of service for customers experience
- Experience working in the safety, risk or identity space
- Able to thrive under pressure in an unstructured, fast-paced environment
- Ability to tell clear, compelling stories out of sophisticated issues and analysis
- Comfortable influencing discussions at the highest levels and a demonstrated ability to find common ground and align partners and teams with conflicting agendas
- Experience in planning, setting metrics, and roadmap development
- 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 design and optimization, program management, customer support strategies, and/ or quality assurance (lean six sigma)
- Strong communication, presentation and organization skills ability to reduce sophisticated and complicated information into clear recommendations to senior leadership
- Data-driven decision mentality, sound business judgment, and strong analytical thinking
- Absolute standout colleague and ability to bring clarity of thought in situations where opinions may vary widely
- Track record of driving strategic insights and tying strategy work to specific business goals
- Prior experience with people management skills—driving business results while also being an empathetic leader; EQ is a must-have
- Disciplined organizational skills; you'll need to prioritize and manage many ongoing processes and projects simultaneously
Community Operations is pioneering how Uber manages rider and driver partner support around the globe. This role will help unite our safety, risk and identity support programs globally. We are very fun, exciting & innovative team where amazing ideas come to life !
For Chicago, IL-based roles: The base salary range for this role is $162,000 per year - $180,000 per year. For New York, NY-based roles: The base salary range for this role is $180,000 per year - $200,000 per year. For San Francisco, CA-based roles: The base salary range for this role is $180,000 per year - $200,000 per year. For Washington, DC-based roles: The base salary range for this role is $180,000 per year - $200,000 per year. 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 comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.