Sr Program Manager, EMEA Account Support

About EMEA Community Operations

Community Operations (CommOps) is groundbreaking, how Uber interacts with users around the globe. We support all Uber business lines and propositions (Mobility verticals like Rides, Hailables; Delivery verticals like Eats and Grocery, and specific propositions like Uber for Business) and cover a broad range of activities including customer service, platform safety, new partner onboarding, sales, compliance, and account management.

In EMEA, we lead these activities in 30+ countries and in 20+ languages, in large-scale and highly nuanced market environments and operational complexity. We are extremely proud of being the most geographically diversified team in Uber, and welcome you to be part of our strong, diversified and inclusive team!

About The Role

At Uber, providing world-class customer support is a core feature of our product experience.

In the Safety, Identity, Risk, and Payments organization within EMEA Community Operations, we build trust with customers and enable business growth for Uber, by delivering a compliant platform and best-in-class support in EMEA.

We're seeking a senior program manager for our new Accounts team to help build, optimize, and scale operations and customer experience programs. You will have the chance to work on multiple projects and topics in the Accounts and Identity domains (across Uber Rides and Uber Eats businesses). This will include supporting new identity verification launches, fraud policy development, and user experience advocacy, all the while improving the scalability of our account support operations and processes.

You'll partner with a wide variety of cross-functional stakeholders and combine your analytical, program management, and leadership skills to drive improvements ranging from products to operations in a 360 view of accounts within Uber support. If you're thorough in all you do, and are passionate about making an impact on our customers, our business, and our community, then this role may be for you.

• Drive Customer Experience excellence across EMEA, with a particular focus on account access and account support, ensuring global strategies are successfully executed while adapting for regional regulations, complexities, and customer needs
• Lead and execute a diverse portfolio of projects - from AI-enabled account access optimization, fraud-prevention workflows, and self-service tooling to escalation pathways, policy/process changes, and channel strategy improvements
• Support the design and optimization of account support processes, contributing to sustainable program management and improved outcomes
• Balance strategy with hands-on execution, ensuring global initiatives not only get planned but truly land in-region, delivering measurable impact at scale
• Harness data and insights to drive decision-making, working closely with analytics teams to understand customer pain points, validate outcomes, monitor trends, and guide improvements
• Earn trust and secure buy-in across functions, building strong partnerships with product, service design, legal, policy, and operations stakeholders to drive execution and secure resources

• 5+ years of management experience in a combination of large-scale support operations, policy deployment, management and harmonization, and/or project management in a highly dynamic and complex organization
• Ability to bring complex processes and operations to life in sound and structured ways
• Ability to work with ambiguity, lead innovative solutions, while building consensus across a large set of stakeholders.
• Understanding of identity verification or general accounts support/technology
• A structured problem solver with phenomenal analytical skills, who can see around corners, predict possible roadblocks, and adapt quickly to changes in policy, process, and business priorities, with demonstrated project management experience

• A very strong communicator who can use data to tell compelling customer stories about impactful customer and business outcomes
• An ingenious problem-solver who is exceptionally passionate about creating magical experiences for Uber customers
• Comfortable working in a geographically distributed, culturally diverse, and cross-functional environment