Program Leader, EMEA Safety Support

About The Role

As the Regional Safety Support Lead, you will champion the delivery of best-in-class safety support across the EMEA region. Operating within the Global Safety Support Team, you will be directly responsible for ensuring an exceptional customer experience during critical, safety-related incidents. You will take ownership of the strategy and execution of improvements to safety support processes, steering complex EMEA and local-level projects. This leadership includes driving cross-functional collaboration, leveraging data analysis and project management to improve operations, and engaging in the research and resolution of complex issues to enhance the overall safety of the Uber platform.

This is a strategic business operations role fundamentally driven by data. Success requires robust stakeholder management across functional and local teams to align resources and objectives. You will serve as a key thought partner to global, regional, and sub-regional leadership, driving the best operational approach for executing Uber's Safety support strategy across EMEA.

We are looking for a leader who bridges strategy and execution, balancing team management with a commitment to hands-on operational involvement. You must be an innovative problem-solver who prioritizes doing the right thing and maintains unwavering calm during times of crisis.

What You'll Do

Guide the Safety program team on complex safety cases, emergency situations, or crises and drive safe and fair resolutions.
Set the standard for when regional nuance and customization are required in processes, ensuring adherence to the global framework while maintaining necessary local variance within guardrails in partnership with cross-functional stakeholders
Govern regional safety needs and adapt global safety programs to local regulations and market realities.
Formulate and lead the roadmap on process harmonization and safety support experience initiatives, establishing key regional requirements for Safety Support operation success.
Lead consultation and build of process requirements for regional specific safety standards, ensuring all globally run projects factor in regional nuance during the build phase
Establish expertise, credibility, and a reputation of reliability with cross-functional stakeholders.
Maintain a proactive approach toward identifying and mitigating safety risks.
Own key regional-level relationships when high-level escalations are necessary
Lead partnership with Business Development (BD) for regional specific new business integrations
Govern regional-level cuts of all top-line safety metrics to proactively identify regional issues and inform program strategy and represent those metrics in regional forums

Basic Qualifications

7+ years of experience in large-scale operations, program or process management
Strong and structured communication skills, with exceptionally strong stakeholder management skills and ability to influence
Highly organized with strong planning and program management skills
Executive communication and presentation skills
Proven track record leading high performance teams of specialized individual contributors
Skilled in adaptable communication and can create clear narratives using Data and anecdotal evidence
Positive demeanor and resilience, with the ability to keep calm in times of crisis

Preferred Qualifications

Experience working in trust & safety domain or crisis management
Experience leading geographically dispersed teams
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