About the Role

The Safety Support Process team defines the global standard for Uber's safety support experience, ensuring our support in critical moments reflects empathy, integrity, and excellence. As a Program Leader, you will take ownership of the strategy and execution of improvements to how Uber responds to the most critical and urgent safety incidents across the platform.

You will serve as a key thought partner to global, regional, and cross-functional leadership, raising the bar for Uber safety support in highly sensitive and serious safety incidents.

We are looking for a leader who bridges strategy and execution, raising the bar for customer experience. Someone who can strategise empathetic responses while also building scalable and efficient processes and solutions.

What you'll do

1. Strategic Design: Lead the global strategy for critical safety support processes.
2. Process Harmonization: Own and optimize the global workflows for urgent safety incidents, ensuring a consistent, empathetic, and efficient experience across all regions and lines of business.
3. Performance Accountability: Drive the success of the Urgent Safety pillar by managing key performance indicators, specifically focusing on elevating the support experience.
4. Cross-Functional Coordination: Act as the primary bridge between Safety Support and cross-functional teams
5. Governance & Machinery: Establish robust program governance, including documentation management and change protocols, to ensure all safety processes are in control, defensible, and scalable.

Basic Qualifications:

1. 8+ years of experience in program management, process management, or support operations with a demonstrated ability to manage large-scale, high-stakes global initiatives.
2. Analytical Excellence: Proven track record of using complex data (e.g., CSAT, operational KPIs, and incident trends) to conduct root-cause analysis and drive strategic decision-making.
3. Stakeholder Influence: Exceptional communication skills with the ability to align diverse cross-functional partners.
4. Resilience: A positive demeanor and the ability to maintain unwavering calm and clarity during high-pressure situations.

Preferred Qualifications:

1. Real-Time Support or Crisis Management: Experience designing or scaling live or high-risk response systems, such as emergency services, high-priority inbound channels, or real-time intervention products.
2. Trauma-Informed Design: Deep understanding of victim-centered methodologies, including experience building support flows that prioritize reporter agency, safety, and psychological well-being.
3. Tech-Forward Mindset: Familiarity with leveraging advanced technologies, such as GenAI and process automations, to improve user journeys and agent efficiency.
4. Global Perspective: Experience navigating regional regulatory requirements, cultural differences, and localizing global programs across diverse international markets.

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 fuelds progress. What moves us, moves the world - let's move it 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.