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About The Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!
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About the Role
As an Escalated Deactivation Review Agent for the ANZ market, you will be responsible for reviewing actioning decisions on users' accounts across all deactivation types through the consistent and principled application of ANZ deactivation policies and Global standards. . You will be required to validate the correct application of process and policy by the investigating agent, and may need to conduct additional analysis to ensure you are confident in the robustness of your recommendation.
Your Impact in Role
- You will review all deactivation escalations raised through internal and external channels to validate decision making. This will require you to follow internal policies and global standards whilst also looking for areas where cases may fall outside these standards and make recommendations for improvements. (Deactivation escalations extends to all reasons Users have lost access to the platform and can cover all customer types)
- You will liaise with other teams including Legal, Ops, Comms, Policy, Reg Ops, Law Enforcement Ops and T&S to ensure recommendations are policy and data backed allowing SMEs to make informed decisions.
- You will be required to build strong relationships with key stakeholders in these teams to facilitate swift incident resolution
- You will make customer facing calls where required to ensure users' have provided information as needed and are providing a consistent and empathetic response to guide users' in their escalation resolution
- We are looking for someone who is able to work independently and bring gravitas to decision making and stakeholder engagement, but also able to work well as part of a close-knit team to deliver against the broader objectives of the IRT/ Escalations/Actioning Program in facilitating the global and local safety agendas.
- You will compile all fact sheets required by cross functional teams to support the escalation review. This could include data collection and admin across all deactivation types.
- You will identify trends and insights and work on shallow dives to drive continuous improvement in our internal processes, policies and decision making.
The Experience You'll Bring:
- IRT / safety support experience & tooling knowledge preferred but not essential
- Excellent communication (written and presenting) skills
- Strong stakeholder management skill set, with an ability to establish productive working relationships with immediate working team and senior business stakeholders through trust and reliability
- Organised and self-driven with an excellent ability to handle a large workload and conflicting, urgent priorities
- Executional rigour and a strong eye for detail - someone who strives for perfection and holds others to the highest standards
- Strong analysis and critical thinking skills
- A team player with a passion for safety and for Uber
- Ability to provide and receive constructive feedback and identify opportunities for improvement
- Data skills and ability to create reporting mechanisms and identify trends preferred but not essential. SQL a bonus
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world 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.