Program Leader, Safety Support Operations - EMEA CommOps

About the Role

We are searching for a Safety Operations Leader focused on ensuring the quality, efficiency, and efficacy of our intake, agent readiness, and feedback loop processes for the Operations and Insights team. The role requires strong business acuity and a deep dedication to process, standardization, and governance.

Your efforts will produce better outcomes for our customers and a faster, more accurate process for the business. This will be an operational leadership role with a heavy focus on stakeholder engagement, managing and executing on complex processes, leading cross-functional collaboration, driving regional alignment, and improving processes through data analytics, organization, and teamwork.

What you'll do

1. Deliver safety program priorities through our global network of COEs and BPOs - combining human expertise and automations.
2. Drive standardization across all aspects of regional safety operations: intake request processes, agent readiness, audit builds, reporting processes, feedback loops, etc
3. Drive accuracy, empathy, and efficiency in every user interaction
4. Monitor regional operational metrics, including SLA, Quality, Headcount, and overall governance of the process
5. Ensure agent readiness for all launches, including: agent training, KB creation, SOP creation/testing, and content updates
6. Drive ongoing program maintenance based on feedback from program teams and Ops; ad hoc agent trainings, huddle guides, etc
7. Establish and manage feedback loops to program/policy/product for feedback on potential improvements

Basic Qualifications

1. 6+ years of experience in tech, consulting, operations, or other highly agile, project-based environments
2. Experience overall in operations management, with 3+ years of experience in Operations, Workforce Management, or Auditing
3. Very strong stakeholder management and negotiation experience
4. Process and quality improvement experience
5. Skilled in adaptable communication and can create clear narratives using Data and anecdotal evidence
6. Strong data analytics
7. Strong presentation creation experience

Preferred Qualifications

1. Program management experience across complex multi-domain projects, coordinating with global stakeholders, and providing actionable insights
2. Proven success in process design, optimization, implementation, and automation
3. Ability to use data to drive business decisions
4. Strong business acumen and critical thinking skills to identify, report, and mitigate key business risks.
5. Exceptional written and verbal communication skills across multiple functions and teams
6. Strong experience working with cross-functional teams across multiple offices and territories
7. Deep understanding of business operations and opposing pressures a business leader faces on a day-to-day basis
8. Experience working in the Safety process

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-151171

Employment Type: FULL_TIME

Posted: 2025-12-06T00:34:18