Program Leader - Operations and Insights, EMEA Safety Support

About the Role

We are searching for a Safety Program Leader focused on ensuring the quality, efficiency, and efficacy of our intake, agent readiness, and feedback loop processes for the Operations and Insights team. The role requires strong business acuity and a deep dedication to process, standardization, and governance.

Your efforts will produce better outcomes for our customers and a faster, more accurate process for the business. This will be an operational leadership role with a heavy focus on stakeholder engagement, managing and executing on complex processes, leading cross-functional collaboration, driving regional alignment, and improving processes through data analytics, organization, and teamwork.

What You’ll Do

• Lead safety support program implementation via engagement and coordination with safety operations, product, field operations, and other support enablement teams.
• Deliver safety program priorities through our global network of COEs and BPOs - combining human expertise and automations.
• Drive standardization across all aspects of regional safety operations: intake request processes, agent readiness, audit builds, reporting processes, feedback loops, etc.
• Drive accuracy, empathy, and efficiency in every user interaction.
• Monitor regional operational metrics, including SLA, Quality, Headcount, and overall governance of the process.
• Ensure agent readiness for all launches, including: agent training, KB creation, SOP creation/testing, and content updates.
• Establish and manage feedback loops to program/policy/product for feedback on potential improvements to improve overall platform safety.

Basic Qualifications

• 8+ years of experience in tech, consulting, operations, or other highly agile, project-based environments.
• Experience overall in operations management, with 3+ years of experience in program management or Operations management.
• Very strong stakeholder management and negotiation experience.
• Process reengineering and quality improvement experience.
• Excellent data analytics skills and proficient in developing compelling presentations.
• Highly effective and adaptable communicator, adept at constructing clear narratives supported by both data and anecdotal evidence.

Preferred Qualifications

• Program management experience across complex multi-domain projects, coordinating with global stakeholders, and providing actionable insights.
• Proven success in process design, optimization, implementation, and automation.
• Ability to use data to drive business decisions.
• Strong business acumen and critical thinking skills to identify, report, and mitigate key business risks.
• Exceptional written and verbal communication skills across multiple functions and teams.
• Strong experience working with cross-functional teams across multiple offices and territories.
• Deep understanding of business operations and opposing pressures a business leader faces on a day-to-day basis.
• Experience working in the Safety process.

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.