Senior Community Operations Manager II - Advanced Customer Support

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About The Role

Community Operations is redefining how Uber delivers seamless, secure, and trusted support to our global community of riders, earners, and merchants. We are seeking a Senior Community Operations Manager II to lead our Advanced Customer Support Program-a mission-critical function focused on fraud, identity, and safety.

This is a high-impact global role responsible for managing a large, distributed team of 200+ based across India and the Philippines. The team supports multiple sub-programs across diverse user groups and regions, addressing complex issues such as account takeovers, unrecognized charges, and emerging fraud trends. Beyond frontline support, this role also plays a strategic function in fraud detection, identifying fraud modus operandi (MOs), and partnering with global Risk and Identity teams to influence Uber's risk strategy.

This role requires a strong operational leader who thrives in complex, fast-evolving environments and is passionate about building scalable solutions using data, automation, and AI.

What The Candidate Will Do

Lead Global Operations: Manage a large multi-region team spanning 6-7 sub-programs across fraud, risk, identity, and safety domains.
Drive Automation & Efficiency: Reduce false positives and improve case handling accuracy through upstream process fixes, hygiene management, and AI-based automations.
Improve Customer Experience: Leverage AI and data-driven strategies to enhance support quality, speed, and personalization for users affected by high-risk issues.
Define and Track KPIs: Develop actionable KPIs and dashboards to track productivity, quality, CSAT, SLA, and 1* CSAT rates. Use insights to drive performance improvements.
Strategic Risk Partnership: Collaborate closely with Risk and Identity program teams to align operational execution with evolving fraud strategies and threat models.
Mentor and Develop Talent: Coach a team of managers and program leads on leadership, analytics, process excellence, and stakeholder engagement.
Act as Interim Site Lead: Serve as backup for site-level leadership responsibilities, including BCP planning and execution.
Champion Global Standards: Be a subject matter expert on risk support best practices and scale knowledge across Uber's global support network.

Basic Qualifications (Must-Have Skills)

Strong People Leadership: Proven experience leading large, geographically distributed teams (200+), with the ability to manage multiple sub-programs supporting diverse user groups across global regions.
Stakeholder Communication & Influence: Excellent communication and collaboration skills, with the ability to work cross-functionally with policy, product, engineering, and regional operations teams, and advocate for support priorities on a global stage.
Operational Excellence: Demonstrated ability to manage and improve key support metrics (Productivity, Quality, CSAT, SLA), while driving efficiency through operational hygiene, automation, and data-driven decision-making.
Change Management & Agility: Ability to navigate ambiguity and lead teams through fast-paced operational and strategic changes, particularly in a dynamic fraud and risk environment.

Technical Skills (Desired):

AI & Automation Fluency: Exposure to AI-powered tools and platforms used in customer support or fraud detection, with a strong understanding of how automation can reduce false positives and streamline workflows.
Data Analysis & Interpretation: Skilled in interpreting operational data, identifying fraud trends and root causes, and leveraging insights to influence upstream risk strategy and improve team performance.

Nice-to-Have Skills:

Domain Expertise in Fraud & Risk: In-depth understanding of fraud patterns, risk operations, and mitigation strategies, especially in high-volume, AI-influenced environments.
Program Management Experience: Ability to lead large-scale, cross-functional initiatives, manage complex project roadmaps, and influence decision-making at the global level-particularly within Risk, Identity, or Trust & Safety programs.
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