Safety Investigations Specialist II

About the Role

The Global Operations and Insights team is pioneering how Uber manages safety contacts that contribute to Uber's goal of providing world-class customer support by identifying areas of opportunity and strength through consistent contact reviews.

The Agent position is responsible for investigating safety reports and categorizing or providing additional instructions on these reports as per the Uber standard. Evaluating customer support contacts to ensure the safety support offered provides correct resolution by investigators, the proper mechanics are followed, and identifying the strengths and weaknesses of individual performers.

The ideal candidate is a methodical but creative thinker who has a passion for investigation and process improvement. The team member must thrive in the type of environment that is ambiguous, fast-paced, and where the only thing that is consistent is change. Many of the challenges we face have no textbook solution, so the ability to invent is critical.

What You'll Do

1. Perform targeted reviews in order to ensure compliance by examining safety reports
2. Review and provide recommendations for taxonomy improvements with a regional focus
3. High level of thought for earner fairness on all reviews
4. Develop case details, analyze evidence, and present recommendations for internal actions to key stakeholders
5. Conduct high-priority investigations requiring subject matter expertise
6. Appraises adequacy of internal control systems by completing audit questionnaires
7. Contributes to team effort by accomplishing related results as needed
8. Maintain focus on data integrity and producing work of the highest quality
9. This position operates 24/7 with rotational weekend off

1. Communication: Strong verbal communicator and able to interact with many types of partners; demonstrates an ability to set clear expectations and communicate status to customers, colleagues, management
2. Problem-Solving: Quickly able to problem solve and troubleshoot; thinks critically about issues presented; comfortable with on-the-fly fare calculations, etc.
3. Customer-Service Mentality (Customer Obsession): Demonstrates a customer-focused attitude toward solving problems; understands the importance of creating a world-class customer support experience
4. Comfort with Ambiguity: Motivated and able to operate with minimal oversight, comfortable navigating new and challenging situations/processes; displays emergent leadership
5. Fluent in English both reading and writing

1. Insight generation
2. Safety experience with an understanding of safety at Uber
3. Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
4. Exceptional written and verbal communication skills
5. Exceptional reading and interpretation ability, attention to detail
6. Resistance to stress and pressure of working with high-severity cases
7. Passion for driving quality and process improvement. Confident in presenting feedback and findings to stakeholders
8. Proficiency in productivity tools (email, calendar), Google Suite or Microsoft Suite (Excel, PowerPoint)
9. Strong teamwork skills towards a shared sense of purpose