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Customer Liaison - Safety

Support Operations, Community Operations
in Tokyo, Japan

About the Role

As a Safety Liaison Officer for the NA market, you will be responsible for executing on final decisions to be taken on users' accounts in the case of critical incidents through the consistent and principled application of NA safety policies and Global safety standards. You will be required to validate the accurate application of process and policy by the investigating agent, and may need to conduct additional analysis to ensure you are confident in the robustness of your decision.

We are looking for someone who is able to work independently and bring gravitas to decision making and partner engagement, but also able to work well as part of a close-knit team to deliver against the broader objectives of the IRT Program in facilitating the global and local safety agendas.

Whilst the role sits in-site, with an on-production work pattern, there will be a dotted line into the IRT Program to ensure alignment on safety policies and edge case treatment, a close-the-loop cadence for continuous improvement opportunities, and a critical issue pathway for the highest complexity and highest risk critical incidents.

What the Candidate Will Do

Liaise with other teams including Legal, Ops, Comms, Policy, Reg Ops, Law Enforcement Ops and T&S to ensure SME input is appropriately provided as part of on-Jira decision making. You will be required to build positive relationships with key partners in these teams to facilitate swift incident resolution.

Act as a subject matter expert, ensuring the accurate and consistent handling of serious safety incidents by support teams.

Seeing opportunities to improve internal processes and workflows, as well as the end user experience.

What the Candidate Will Need / Bonus Points

---- Basic Qualifications ----

  • JP Native Japanese speaker
  • Business proficiency in English, both written and spoken.
  • A great teammate with a passion for safety and for Uber.
  • Strong analysis and critical thinking skills.
  • Executional rigour and a strong eye for detail - someone who strives for perfection and holds others to the highest standards.
  • Strong problem solving skills.
  • Strong partner management.
  • Excellent communication (written and presentation) skills.
  • Organized and self-driven with an excellent ability to handle a large workload and conflicting, urgent priorities.
  • Ability to provide constructive feedback and see opportunities for improvement.
  • Data skills and ability to build reporting mechanisms and identify trends preferred but not essential.
  • Strong Decision making skills.
  • Customer support background is a plus.
  • Experience in managing critical and/or safety incidents.
  • Project management experience is a plus.

About Uber

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.

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.