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Senior Program Manager, Global Compliance Support

Community Operations
in San Francisco, California

About the Role

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

We're looking for a Senior Program Manager to join the Global Compliance Support program. This role will standardize and unite our regional operational processes of vetting the identification and eligibility documents (drivers licenses, registration and insurance docs, photos) of our numerous users of our platform (riders, drivers, eaters, couriers, restaurants). This position will help define our operational strategy, lead end to end business transformation, set and meet aggressive goals and manage cross functional stakeholders across Safety, Compliance, Product, Engineering, Legal and Finance.

You will be reporting into the Senior Program Leader of the Global Compliance Program within Community Operations. Your efforts will produce better outcomes for our numerous customers and a faster, more accurate, and more efficient process for the business. This will be a key role with a heavy focus on stakeholder engagement, managing and executing on complex projects and programs, leading cross-functional collaboration, driving regional alignment, and improving processes through data analytics, organization, and teamwork.

What You'll Do

  • Identify opportunities in our processes and operational models, driving strategic projects aimed at making improvements with global impact
  • Build a best-in-class, standardized program responsible for coordinating and executing across regions within a time-sensitive environment to enable delivery on operational KPIs
  • Provide project and key stakeholder alignment on initiatives to ensure they are connected to the larger customer support and Compliance goals; ensuring projects are properly defined and scoped with charters that include well-written problem statements and quantifiable goals and baseline data
  • Recommend, design and deliver projects that will standardize, improve processes, and enable better performance of the program
  • Serve as a critical thought partner to regional and global leadership in developing a best-in-class experience for the customer

What You'll Need

  • Minimum of 8 years of professional experience
  • Program management across multiple projects, stakeholders, and actionable insights
  • Demonstrated success in using data to make customer focused decisions and to facilitate behavior change in support organizations
  • Demonstrated success in process design and optimization, program management, customer support strategies, and/ or quality assurance
  • Exceptional written and verbal communication skills across multiple functions and teams
  • Strongly preferred, but not compulsory: Experience with documentation verification / financial operations programs at global scale

About the Team

Community Operations is pioneering how Uber manages rider and driver partner support around the globe. Global Compliance Support is a new global program chartered with driving collaboration, providing the business with a consolidated voice, and defining and delivering on a best-in-class customer vetting and verification program. This role will help align and standardize our regional programs around the world.

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.