Program Manager

ABOUT EMEA COMMUNITY OPERATIONS Community Operations is pioneering how Uber interacts with users around the globe. We support all Uber business lines and propositions (Mobility verticals like Rides, Hailables; Delivery verticals like Eats and Grocery, and specific propositions like Uber for Business) and cover a broad range of activities including customer service, platform safety, new partner onboarding, sales, compliance and account management. In EMEA, we lead these activities in 30+ countries and in 20+ languages, in large scale and highly nuanced market environments and operational complexity. We are very proud of being the most geographically diversified team in Uber, and welcome you to be part of our hard-working, diversified and inclusive team! ABOUT THE ROLE We're looking for a Western & Southern Europe (WSE) Safety, Risk and Compliance Senior Program Manager, part of the Regional Strategy & Planning Team for both our Rides & Eats businesses. Stand for safety is one of the Uber Values and Community Operations plays a critical role. We want to provide an elite experience for our customers in one of our fastest-growing and most dynamic regions globally. You will be responsible for ramping up and scaling EMEA wide safety, risk and compliance programs for the WSE region, as well as supporting local markets projects and BAU across the region (e.g. launch a safety line for riders, assess the support footprint strategy, etc.). This, in close collaboration with the WSE regional teams (based in France, Spain, Germany and Turkey), Central Comm-Ops teams (based in Amsterdam), the Center of Excellence (internal support centres, handling the most complex issues), the BPO (external partners handling the high volume support contacts), and other regional and central stakeholders (Ops, Marketing, Policy, Comms, etc.). WHAT WILL YOU DO: * Deliver stellar operations outcomes according to agreed service level agreements: working with partners to achieve the best outcomes across thousands of support interactions every week, and ensuring they operate as efficiently as possible while maintaining the highest level of quality * Coordinate with our internal teams (Operations, Legal, Policy, Communications, Support) to resolve incidents in a high quality and timely manner, while minimizing inefficiencies * Own the Safety, Risk & Compliance roadmap for the region * Pilot and own new initiatives that transform our support operations and improve the level of service we provide (for WSE and/or EMEA region): iterating existing support modalities and launching new ones as Uber continues to grow * Work with central and regional counterparts as well as local stakeholders to align and standardize incident/safety response processes for WSE * Scale and standardize the incident and safety response processes and Risk and Compliance policies across a complex region * Stay close to the operations to understand what's going on and how we can improve our processes WHAT YOU’LL NEED * Operational excellence. Always on top of our operational performance, anticipating issues and quickly understanding & solving them when they arise. * Drive the program in a wide and multiple organization impacting a lot of stakeholders across EMEA * You always think a few steps ahead, tackle problems before they happen and observe problems from all angles. * Program management. Ability to lead, drive and structure multi-stream programs * Hard-working & naturally curious. You excel at independently discovering solutions to complex problems. You love learning how things work and you’re always looking for ways to innovate. * You love efficiency and creating sensible processes that are nimble and effective. Passion for data analysis and the ability to drive quality improvement. * Passion for delivering outstanding & safe experience to our customers & partners * You will drive discussions, keep calm, and focus. Exceptional written and verbal communication skills * You execute fiercely and drive results in a big way. * Advanced or Native French is mandatory for this Role, as well as English proficiency At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world. 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.