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Program Manager, Safety Support

Community Operations
Boston, Massachusetts |
Washington, District of Columbia |
Chicago, Illinois |
San Francisco, California

About the Role

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

As a Safety Support Program Manager, you will implement programs designed to help customers during critical, safety-related customer support interactions. You will usher complex global and regional projects through the entire lifecycle, lead cross-functional collaboration, and improve our operations through data analysis, project management, and teamwork. You will play a key role in the strategy and execution of improvements to the current safety support processes and products, while supporting research and resolution of complex issues to improve the customer experience and enhance the safety of the Uber app.

What You'll Do

  • Build a best-in-class support experience for customers during their most critical moments on the Uber app.
  • Improve operational performance by using a data-driven approach for issue identification, root cause analysis, and improvement rollouts.
  • 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, 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.
  • Coordinate across functions and departments to tightly align stakeholder goals for content, analytics, quality assurance, and site operations.

What You'll Need

  • 4 Minimum Years of Experience with critical incident support, insurance, or safety

About the Team

Community Operations is pioneering how Uber manages rider and driver partner support around the globe. US & Canada Safety Support is a customer service program focused on regional support operations, chartered with driving collaboration, and defining and delivering on a best-in-class safety support program.

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 600 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.