Program Leader, Global Safety Support

What you'll do

- Strategic Process Design: Lead the global design for the most critical safety and food safety support journeys, focusing on reducing friction and maximizing empathy for the reporter.
- Global Agent Elevation: Define the core competencies and quality standards for safety support agents worldwide. You will partner with training teams to elevate agent skills and establish a "continuous improvement" loop through rigorous quality monitoring.
- Frontline Feedback Integration: Actively engage with support agents and their management to gather direct input, ensuring that global process designs are grounded in the realities of support operations.
- External Partnerships: Manage relationships with key NGOs and advocacy groups to ensure our internal safety machinery is informed by the latest external best practices and victim-advocacy standards.
- Governance & Reliability: Establish robust program governance and change protocols to ensure all global safety processes are defensible, scalable, and fully documented.

Basic Qualifications

- 8+ years of experience in program management, process design, or support operations, with a proven track record of managing large-scale, high-stakes global initiatives.
- Analytical Excellence: Proficiency in using complex datasets (CSAT, operational KPIs, and incident trends) to perform root-cause analysis and drive CX-focused strategic decisions.
- Stakeholder Influence: Exceptional ability to align diverse cross-functional partners, including Legal, Policy, and Product, around a shared vision for safety support excellence.

Preferred Qualifications

- High-Sensitivity Process Design: Experience designing or scaling response systems for highly sensitive issues (e.g., emergency services, crisis hotlines, specialized or escalated support tiers).
- Trauma-Informed & Victim-Centered Methodologies: Expertise in building support flows that prioritize reporter agency and safety, incorporating feedback from external experts or advocacy organizations.
- Agent Competency & Quality Development: Experience in setting global standards for agent training and performance, with a specific focus on "high-touch" support and continuous quality improvement.
- Scaling & Governance: Proven ability to build defensible, global processes that are localized for regional regulations while maintaining a consistent global standard.
- Tech-Forward Mindset: Familiarity with leveraging GenAI and automation to streamline agent workflows without compromising the human empathy.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it 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 accommodations@uber.com.

Client-provided location(s): Amsterdam, Netherlands

Job ID: Uber-155092

Employment Type: FULL_TIME

Posted: 2026-02-28T00:23:58