Program Lead – Global Safety Reporting & Routing

Job Description

About the RoleWe are searching for a Senior Program Manager to join the Global Safety Support team who will help enable a best in class customer experience program. You will be reporting into the Safety Reporting, Channel, & Routing Program Leader and will be responsible for strengthening our safety support reporting and routing processes in close partnership with our Safety Operations, Safety Product, Safety Data, Safety Process, and Regional Operations teams. You will set and implement program requirements that ensure our safety reporting is readily accessible with sufficient information to inform routing and handling.

This role will require a high amount of cross-functional collaboration and influencing and vision setting on the safety reporting experience and ability to understand and leverage GenAI models. You should be able to problem solve and address complex challenges, produce high quality written documentation, and build effective automation processes. This position can be based in Chicago, New York, Washington DC or Amsterdam. What the Candidate Will DoDevelop, implement, and monitor impact of program and business requirements for safety reporting and routing to improve the customer experience and obtain sufficient information to support high quality and fair outcomes.

Drive optimization of reporting and routing processes through working closely with the Product team to pilot, test, and monitor/QA impact of automations. Set business level requirements for leveraging GenAI bots to improve reporting and routing of safety incidents ensuring they collect sufficient information for effective handling and actioning and provide a positive user experienceMake our Uber Help Center for safety more efficient and effective in meeting customer and support needs.

Develop and maintain clear, comprehensive program documentation (including process flows, business requirements docs, project and communication plans) tailored to diverse business audiences. Build consensus among different stakeholder groups to drive effective customer entry points (such as safety toolkit, Help Center) that ensure high quality support and outcomes. Develop content and standard operating procedures to improve process adherence and accuracy on a global scalePartner with Data Analytics, Policy, Product, and Regional CommOps stakeholders to define processes to support data integrityBasic QualificationsMinimum of 5-7 years of experience in program management, process optimization, analytics, user experience design and/or managing cross-functional projects and stakeholdersPreferred Qualifications5 years of product, operations, or customer experience work, while managing cross-functional and global projects, stakeholders, and actionable insightsGenAI and automation experience in customer reportingSix Sigma or related process excellence backgroundPrevious user experience background & understanding of customer needsSelf-motivated with a strong affinity for problem solvingDemonstrated success in using data to make customer-focused decisions and to facilitate behavior change in support organizationsExceptional written and verbal communication skills across multiple functions and teams — a natural storyteller and consensus builderExperience with program management, customer support strategy, or quality assuranceBasic SQL SkillsFor Chicago, IL-based roles: The base salary range for this role is USD$140,000 per year – USD$155,000 per year.

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