Sr Program Manager, Global Safety Support

Program Manager - Global Safety Support Team

We are searching for a Program Manager to join the Global Safety Support team who will help enable a best in class customer experience program. You will be reporting into the Global Safety Support Program Lead and will be responsible for improving quality and fairness of our safety actioning processes with a focus on deactivation processes and standards and our safety appeal process in the Review Center. You will partner closely with our Operations & Insights team in setting and implementing program requirements, ensuring high quality and optimized processes, and effectively addressing escalations. You will also partner closely with Regional Incident Response (IRT) teams on setting global deactivation requirements and processes. You will be responsible for leading projects to optimize our support processes and implement policy or product changes. This role will require a high amount of cross-functional collaboration, flexibility and the ability to effectively problem solve and address complex challenges, building high quality gold standard processes through data analytics, organization, and teamwork.

What You'll Do

• Provide project and key stakeholder alignment on initiatives to ensure they are connected to the larger Safety Support and Account Actioning goals; ensuring projects are properly defined and scoped
• Provide program requirements, write and update agent SOPs for Review Center agents and SMEs and partner closely with our Operations & Insights team to address emerging operational issues requiring program support.
• Provide global program requirements on deactivation processes and deactivation standards working closely with our IRT Regional teams, Content, and L&D to implement.
• Lead policy standard implementation and product change updates to Review Center & deactivation processes
• Problem solve Review Center escalations, driving alignment with senior stakeholders.
• Work closely with Review Center SMEs to conduct and produce program insights and address agent escalations-making process improvements as appropriate to ensure the program is reaching high quality and fair actioning outcomes.
• Develop content and standard operating procedures to improve process adherence and accuracy on a global scale
• Partner with data analytics, Global Actioning and policy, and product stakeholders to define processes to support data integrity
• Enable agent judgment through process enhancements and training to support high quality and fair outcomes.
• Build consensus among different stakeholder groups to drive effective process optimization

Basic Qualifications

Preferred Qualifications :

Uber is proud to be an Equal Opportunity / Affirmative Action 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.