Senior Community Operations Manager II - Advanced Customer Support
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About the Role
Community Operations is redefining how Uber delivers seamless, secure, and trusted support to our global community of riders, earners, and merchants. We are seeking a Senior Community Operations Manager II to lead our Advanced Customer Support Program-a mission-critical function focused on fraud, identity, and safety.
This is a high-impact global role responsible for managing a large, distributed team of 200+ based across India and the Philippines. The team supports multiple sub-programs across diverse user groups and regions, addressing complex issues such as account takeovers, unrecognized charges, and emerging fraud trends. Beyond frontline support, this role also plays a strategic function in fraud detection, identifying fraud modus operandi (MOs), and partnering with global Risk and Identity teams to influence Uber's risk strategy.
This role requires a strong operational leader who thrives in complex, fast-evolving environments and is passionate about building scalable solutions using data, automation, and AI.
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What the Candidate Will Do:
- Lead Global Operations: Manage a large multi-region team spanning 6-7 sub-programs across fraud, risk, identity, and safety domains.
- Drive Automation & Efficiency: Reduce false positives and improve case handling accuracy through upstream process fixes, hygiene management, and AI-based automations.
- Improve Customer Experience: Leverage AI and data-driven strategies to enhance support quality, speed, and personalization for users affected by high-risk issues.
- Define and Track KPIs: Develop actionable KPIs and dashboards to track productivity, quality, CSAT, SLA, and 1 CSAT rates. Use insights to drive performance improvements.
- Strategic Risk Partnership: Collaborate closely with Risk and Identity program teams to align operational execution with evolving fraud strategies and threat models.
- Mentor and Develop Talent: Coach a team of managers and program leads on leadership, analytics, process excellence, and stakeholder engagement.
- Act as Interim Site Lead: Serve as backup for site-level leadership responsibilities, including BCP planning and execution.
- Champion Global Standards: Be a subject matter expert on risk support best practices and scale knowledge across Uber's global support network.
Basic Qualifications (Must-Have Skills):
- Strong People Leadership:Proven experience leading large, geographically distributed teams (200+), with the ability to manage multiple sub-programs supporting diverse user groups across global regions.
- Stakeholder Communication & Influence:Excellent communication and collaboration skills, with the ability to work cross-functionally with policy, product, engineering, and regional operations teams, and advocate for support priorities on a global stage.
- Operational Excellence:Demonstrated ability to manage and improve key support metrics (Productivity, Quality, CSAT, SLA), while driving efficiency through operational hygiene, automation, and data-driven decision-making.
- Change Management & Agility:Ability to navigate ambiguity and lead teams through fast-paced operational and strategic changes, particularly in a dynamic fraud and risk environment.
Technical Skills (Desired):
- AI & Automation Fluency:Exposure to AI-powered tools and platforms used in customer support or fraud detection, with a strong understanding of how automation can reduce false positives and streamline workflows.
- Data Analysis & Interpretation:Skilled in interpreting operational data, identifying fraud trends and root causes, and leveraging insights to influence upstream risk strategy and improve team performance.
Nice-to-Have Skills:
- Domain Expertise in Fraud & Risk:In-depth understanding of fraud patterns, risk operations, and mitigation strategies, especially in high-volume, AI-influenced environments.
- Program Management Experience:Ability to lead large-scale, cross-functional initiatives, manage complex project roadmaps, and influence decision-making at the global level-particularly within Risk, Identity, or Trust & Safety programs.
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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- FSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Pet-friendly Office
- Snacks
- Some Meals Provided
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- 401(K)
- Company Equity
- Performance Bonus
Professional Development
- Work Visa Sponsorship
- Associate or Rotational Training Program
- Promote From Within
- Mentor Program
- Access to Online Courses
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Diversity, Equity, and Inclusion Program