Strategic Response & Critical Investigations Manager

About the Role

The Americas Safety team works to make Uber’s platform safer across Mobility, Delivery, and emerging business lines by identifying risks, strengthening controls, and driving operational responses to high-severity incidents.

In this role, you will serve as a key point of coordination for serious safety escalations across the Americas, partnering with Safety Operations, Legal, CommOps, Product, Data Science, Public Safety, Communications, and regional leadership to manage live incidents, conduct root-cause analysis, and close control opportunities. Your work will directly influence how Uber responds to sensitive safety events, reduces recurrence, and builds more resilient safety systems across the region.

What the Candidate Will Do

• Serve as a primary Americas coordination point for high-severity and non-routine safety escalations, including serious incidents, emerging incident patterns, media/legal/regulatory escalations, leadership requests, and market context changes.
• Manage live crisis response by confirming facts, organizing cross-functional workstreams, aligning on immediate actions, keeping leadership informed, and ensuring the right operational follow-through.
• Conduct post-incident deep dives and root-cause analyses to identify safety control opportunities, process gaps, emerging trends, and recurrence risks.
• Build and improve escalation playbooks, incident response processes, audit mechanisms, and stakeholder operating rhythms across Safety Operations and partner teams.
• Drive remediation to closure by partnering with CommOps, Safety Legal Investigations, Safety Management Systems, Product, Data Science, Public Safety, and regional Safety leaders.

Basic Qualifications

• 4+ years of experience in Trust & Safety, Safety Operations, crisis/incident response, investigations, risk operations, legal/regulatory operations, strategy & operations, program management, or consulting.
• Strong cross-functional program management and stakeholder management skills, including experience coordinating across Legal, Operations, Product, Communications, Data Science, or leadership teams in ambiguous, time-sensitive situations.
• Analytical problem-solving and written communication skills, with the ability to investigate incidents, identify root causes, synthesize findings, and communicate clear recommendations to senior stakeholders.

Preferred Qualifications

• Experience managing high-severity incidents, sensitive escalations, crisis response, safety investigations, or legal/regulatory/media-facing situations.
• Experience using data to identify patterns, diagnose root causes, and recommend operational or product improvements; SQL, advanced Google Sheets/Excel, Tableau, Looker, or similar tools are a plus.
• Strong judgment in confidential, sensitive, or legally privileged environments; ability to know when to escalate, when to document, and how to communicate with precision.
• Experience building or improving playbooks, escalation frameworks, postmortems, remediation trackers, risk registers, or operating models across multiple teams or regions.

For New York, NY-based roles: The base salary range for this role is USD$131,000 per year - USD$145,500 per year.

For Phoenix, AZ-based roles: The base salary range for this role is USD$105,000 per year - USD$116,500 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$131,000 per year - USD$145,500 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. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.