Senior Regulatory Support Manager

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Team

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it’s an organisation that touches every part of Uber!

About the Role

We're looking for a Senior Operations Manager to help build, operate, scale, and improve our regulatory operations compliance for ANZ. Based in Sydney HQ, this role comes with a heavy focus on leading teams to deliver compliant outcomes and continuous process improvement, mitigating risks associated with operating in a regulated environment, advocating passionately on behalf of our community to influence the overall customer experience, and managing stakeholder relationships across the larger business.

Your Impact in Role

• Lead a team in delivering stellar operations outcomes according to agreed service level agreements with respect to our regulatory obligations, and ensuring our team operates as efficiently as possible while maintaining the highest level of quality.
• Engage strategically with stakeholders, be it mega-regional general managers and function leads to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams to improve how we move cities in the markets where we operate in ANZ.
• Coordinate XFN on policy and process RFIs from regulators including risk mitigation, safety management systems, and adhoc rideshare regulatory asks. Communicate this compliance with regulators using data, logic, and procedural handling.
• Lead Regulatory audits such as Point to Point and Work Health Safety, liasing with key stakeholders including legal, Safety Ops, Operations including GMs and external stakeholders such as regulatory bodies.
• Ensure we maintain appropriate records and are “audit proof,” this will involve 6 monthly checks of all records in keeping with regulatory obligations

The Experience You’ll Bring:

• Experience with optimisation, processes, systematic organisation, program/project management; experience working in a support organisation or for organisations known for stellar customer support is a plus but not necessary
• Technology driven; you come from a background where technology has driven your workflow. You are able to utilise technology effectively to make your life easier.
•  Experience running cross-functional projects and a large, complex web of partners, powered by analytical insights.
• You are passionate about leading and developing teams to perform at the highest levels while maintaining a fun and collaborative environment. You are not afraid to call out business, operational risks that protect Uber's regulatory or social license to operate

Note:

Out of hours contact may be required on weekends and public holidays for the submission of time critical notifiables to regulators. Further to this the expectation is that you are available to answer agent questions, and address escalation to ensure regulatory compliance and that SLA metrics are met.

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.

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.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.