Program Manager
Detail de l'annonce :
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.