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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
The Escalated Deactivations Team provides fast, empathetic and accurate support to customers, regulators, unions and legal teams through critical investigations. We help impacted users and internal/ external stakeholders by validating safety standards and delivering accurate recommendations as well as providing a continuous improvement feedback loop to the business to improve the safety, fairness and transparency for all of Uber's customers.
Your Impact in Role:
- Lead, coach, mentor and motivate a team navigating sensitive cases in a fast-paced environment to deliver on operational key performance indicators (KPIs) and Service Level Agreements (SLA)
- Employ critical thinking, emotional intelligence and creative problem solving skills to help employees navigate sensitive cases and high severity safety concerns.
- Lead internal operational work streams including analytics and reporting, quality assurance, training and development and administration.
- Provide oversight and leadership for escalated requests across our deactivations workstreams, challenging yourself and your team to solve complicated problems.
- Work closely with cross functional stakeholders to drive collaboration in decision making, investigation and actioning of accounts
- Be accountable for the continuous improvement of safety processes and policies, by leveraging customer and team insights to drive positive and meaningful change
- Lead the admin and process for decision making forums bringing stakeholders together to make accurate and timely decisions
- 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.
The Experience You'll Bring:
- People management or leadership experience, including developed skills in dispute resolution, training and development and reporting
- 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
- Strong communication skills including the ability to listen effectively and diplomatically express opinions and voice concerns with other team members; and to present effective written communication to varied audiences.
- 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
- 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
Preferred Qualifications
- SQL skills 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.