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 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
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 ******.
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