Job Title : Program Manager, Safety Support - MEA Community Operations

Category : Business Development /Executive/ Project Management

Uber

Posted Date : 05/06/2022

Job Description :

Community Operations (CommOps) is groundbreaking 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 strong, diversified and inclusive team!

About The Role

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.

It is a unique opportunity to drive best-in-class operational results, influence customer experience, and be the voice of customers and front line staff in Uber’s Safety support and Identity Operations.

What You'll Do

• Deliver stellar operations outcomes according to agreed service level agreements: working with internal and external service providers across the region to achieve the best outcomes across thousands of safety support interactions or identity verifications every week
• Be the advocate of customer experience and front line teams experience. Identify continuous improvement opportunities, influence or make constant optimisation to policies, process, tools, and ways of working
• Coordinate with internal teams (Operations, Legal, Policy, Communications, etc.) and/or external stakeholders (regulators, law enforcement, etc.) to resolve escalations in a high quality and timely manner
• Pilot and own new initiatives that transform our operations and improve the level of service we provide
  

• Proven experience in large scale operations (+5 years)
• Operational excellence. Always on top of our operational performance, anticipating issues and quickly understanding & solving them when they arise.
• Stakeholders management. Drive the program in a wide and multiple organization impacting a lot of stakeholders across EMEA
• Process-oriented. You love efficiency and creating thoughtful processes that are agile and effective. Passion for data analysis and the ability to drive quality improvement.
• Customer Centricity. Passion for delivering outstanding & safe experience to our customers & partners
• Strong Communication. You will drive discussions, keep calm, and focus. Exceptional written and verbal communication skills
• Bias for action. You execute fiercely and drive results in a big way.
• Dedicated & naturally curious. You excel at independently discovering solutions to complex problems. You love learning how things work and you’re always looking for ways to innovate.
• Advanced in English and Arabic is mandatory

Benefits Offered : As per the UAE law