Sr Program Manager, Safety Operations

About the Role

We are searching for a Senior Program Manager focused on ensuring the operational health of our Safety line of business. This includes managing the quality, efficiency and efficacy of our agent facing operations through the development of strong onboarding, quality management, and feedback loop processes for the Operations and Insights team. The role requires strong business acuity and a deep dedication to process improvement, global 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 complex processes, leading cross-functional collaboration, driving regional alignment, and improving processes through data analytics, organization, and teamwork.

This position can be based in most Uber hubs and is a hybrid role.

What the Candidate Will Need / Bonus Points

---- What the Candidate Will Do ----

1. Drive standardization across all aspects of global safety operations: intake request processes, agent readiness, audit builds, reporting processes, feedback loops, etc
2. Collaborate closely with Safety stakeholders on program requirements and priorities
3. Drive continuous improvement and optimization of program performance across agent quality, speed and footprint
4. Ensure agent readiness for all launches including: agent training, KB creation, SOP creation/testing, content updates, metric tracking, and post-launch hypercare
5. Drive ongoing program maintenance based on feedback from program teams and Ops-adhoc agent trainings, huddle guides, shadowing, etc.
6. Establish and manage feedback loops to program/policy/product for feedback on potential improvements

1. 5 years of experience in both operations and program management with a focus in Safety, Risk or Identity
2. Very strong stakeholder management and negotiation experience
3. Process improvement and quality management experience
4. Skilled in adaptable communication and can create clear narratives using Data and anecdotal evidence

1. Deep understanding of business operations and opposing pressures a business leader faces on a day to day basis
2. Experience working in the safety space at Uber