Program Lead - Global Safety Reporting & Routing

About the Role

We are searching for a Senior Program Manager to join the Global Safety Support team who will help enable a best in class customer experience program. You will be reporting into the Safety Reporting, Channel, & Routing Program Leader and will be responsible for strengthening our safety support reporting and routing processes in close partnership with our Safety Operations, Safety Product, Safety Data, Safety Process, and Regional Operations teams. You will set and implement program requirements that ensure our safety reporting is readily accessible with sufficient information to inform routing and handling. This role will require a high amount of cross-functional collaboration and influencing and vision setting on the safety reporting experience and ability to understand and leverage GenAI models. You should be able to problem solve and address complex challenges, produce high quality written documentation, and build effective automation processes.

• Develop, implement, and monitor impact of program and business requirements for safety reporting and routing to improve the customer experience and obtain sufficient information to support high quality and fair outcomes.
• Drive optimization of reporting and routing processes through working closely with the Product team to pilot, test, and monitor/QA impact of automations.
• Set business level requirements for leveraging GenAI bots to improve reporting and routing of safety incidents ensuring they collect sufficient information for effective handling and actioning and provide a positive user experience
• Make our Uber Help Center for safety more efficient and effective in meeting customer and support needs.
• Develop and maintain clear, comprehensive program documentation (including process flows, business requirements docs, project and communication plans) tailored to diverse business audiences.
• Build consensus among different stakeholder groups to drive effective customer entry points (such as safety toolkit, Help Center) that ensure high quality support and outcomes.
• Develop content and standard operating procedures to improve process adherence and accuracy on a global scale
• Partner with Data Analytics, Policy, Product, and Regional CommOps stakeholders to define processes to support data integrity

• Minimum of 5-7 years of experience in program management, process optimization, analytics, user experience design and/or managing cross-functional projects and stakeholders

• 5 years of product, operations, or customer experience work, while managing cross-functional and global projects, stakeholders, and actionable insights
• GenAI and automation experience in customer reporting
• Six Sigma or related process excellence background
• Previous user experience background & understanding of customer needs
• Self-motivated with a strong affinity for problem solving
• Demonstrated success in using data to make customer-focused decisions and to facilitate behavior change in support organizations
• Exceptional written and verbal communication skills across multiple functions and teams -- a natural storyteller and consensus builder
• Experience with program management, customer support strategy, or quality assurance
• Basic SQL Skills