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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
We are seeking a Sr Community Operations Manager to oversee the TWN and HKG Safety and Regulatory Support team. Reporting to the Director of Cross-Platform Services (XPS) in APAC, you will work closely with TWN and HKG stakeholders, including Safety Operations, Business Operations, and Regulatory and Legal partners. Your primary goal will be to deliver best-in-class safety, provide regulatory support experience, and represent Uber on-site inspection when necessary.
As the senior manager for TWN and HKG Safety and Regulatory Support, you will define success metrics for delivery partners across COEs and BPOs, driving process standardization and product improvements in collaboration with Safety Operations and GSIRP teammates. Additionally, as the lead of the Regulatory Compliance team, you will be responsible for achieving 100% compliance with regulatory notifications. You will synthesize feedback and provide actionable recommendations to enhance operational excellence and regulatory adherence.
This role is strategic, programmatic, and delivery-driven, focused on setting high standards for TWN and HKG safety and TWN regulatory compliance. Additionally, it will play a key role in ensuring process alignment for global safety initiatives and product rollouts.
Your Impact in Role:
//Operational Excellence:
- Drive the successful execution and optimization of TWN and HKG safety support programs and initiatives.
- Continuously improve risk management processes across all areas of the business.
//Stakeholder Management & Communication:
- Partner with business leaders to highlight critical safety and regulatory risks and advocate for necessary prioritization and resources.
- Collaborate with cross-functional teams-Operations, Safety Operations, Legal, Regulatory, Product, Policy, and Communications-to address incidents and regulatory concerns effectively.
- Simplify complex issues into compelling narratives to influence high-level decision-making and drive alignment among diverse stakeholders.
//Leadership and Influence:
- Represent the safety support team to TWN and HKG leadership across CommOps and Business functions.
- Drive readiness for the launch of new features and products while maintaining preparedness for safety requirements.
- Inspire and lead a high-performing team, fostering collaboration with stakeholders and support partners to achieve goals.
The Experience You'll Bring:
- 5+ years of proven track record in operations leadership, consulting, data-savvy program management, safety & regulatory support strategy development or a related field
- Strong stakeholder management and leadership skills, with the ability to navigate complex regulatory environments
- Excellent communication skills, capable of influencing senior leaders and aligning diverse teams
- Strong understanding of business operations and the ability to navigate competing pressures
- Strong affinity for problem-solving and attention to details
- Ability to thrive under pressure in a fast-paced, unstructured environment
- Fluency in Mandarin and English
Preferred Qualifications:
- Data-driven to make customer-focused decisions and to facilitate behavior change in support operations
- Exceptional written and verbal communication skills across multiple functions and teams - a natural storyteller and consensus builder
Note:
As the hiring team is currently on winter break, applicants please expect update & next steps on or after 9th Jan.
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.