About The Role
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. The Safety Investigations team provides fast and empathetic support to customers during critical moments. We help impacted users by investigating urgent incidents, enforcing safety standards, and taking decisive action to secure accounts, as well as reporting accurate data and insights to improve safety for all of Uber's customers.
Your Impact In Role
* Lead, coach, mentor, and motivate a team navigating sensitive cases in a fast-paced environment to deliver on operational key performance indicators (KPIs) and Service Level Agreements (SLA)
* Employ critical thinking, emotional intelligence, and creative problem-solving skills to help employees navigate sensitive cases and high-severity safety concerns
* Lead internal operational work streams, including analytics and reporting, quality assurance, training and development, and administration, as part of the central operations team of the Sydney Centre of Excellence
* Provide oversight for escalated requests across our safety lines of business, challenging yourself and your team to solve the most complicated and interesting problems our users face
* Coordinate closely with global Community Operations teams, and local stakeholders to drive handling excellence and act as a local point of contact and subject matter expert
* Be accountable for the continuous improvement of safety processes and policies, leveraging customer and team insights to drive positive and meaningful change
The Experience You'll Bring
* People management or leadership experience, including developed skills in dispute resolution, training & development, and reporting
* Experience in a high-volume, fast-paced customer-facing role. Safety support experience preferred, but not essential
* Strong communication skills, including the ability to listen effectively; to confidently and diplomatically express opinions, and voice concerns with other team members; and to present effective written communication to varied audiences
* Strong stakeholder management skillset, with an ability to establish productive working relationships with immediate team and senior business stakeholders through trust and reliability
Preferred Qualifications
Preferably with a background in Safety Committee Meetings and deep dives/root cause analysis