Head of Customer Actioning Support

About the Role

We are searching for a Global Actioning Support Lead that will be focused on:

• Delivering consistent, high-quality support that ensures reliable platform access for users and effective account actioning support, enabling users to access and use the platform seamlessly while maintaining platform integrity and adherence to global actioning standards. 
• Solving critical problems around the quality and fairness of our actioning processes by gathering insights, developing strategy, optimizing processes, developing a support infrastructure and partnering closely with product and operations teams to drive the development of the right solutions while expanding technology and governance methodology.

The role requires strong business acuity, a deep dedication to process and governance, and an ability to work with senior stakeholders across multiple subject areas (product, engineering, data science, operations, policy, communications, legal, marketing).

 

You will be reporting into the Director of Global Actioning & Compliance Support within Global Platform Integrity team in Community Operations. Your efforts will produce better outcomes for our customers and a faster, more accurate process for the business. This will be a leadership role with a heavy focus on stakeholder engagement, managing and executing on complex projects and programs, leading cross-functional collaboration, driving regional alignment, and improving processes through data analytics, organization, and teamwork.
What the Candidate Will Do

• Set the long term strategy and vision for user actioning globally, clearly defining the short and long term goals, as well as the roadmap for execution. Challenge the status quo and work with stakeholders to develop business cases to build solutions and products to solve identified issues.
• You will be accountable for the end to end operations of multiple products including the Review Center, and Report Hub, as well as supporting bulk reactivation requests and Process Registry launches. 
• Partner closely with UGO teams across regions to drive a strategy for supporting users who are blocked from being able to go online due to actioning. 
• Identify operational and structural weaknesses and help improve existing or develop new processes to reduce risk while optimizing for funnel conversion. Partner with local teams and data science to identify improvement opportunities for existing features.
• Gather and provide compelling data and insights about the key problems for the organization to create a comprehensive feedback loop to the business and product to improve customer actioning at Uber. 
• Influence and encourage a group of program managers across safety, identity, risk and regional CX.
• Work with regional leadership to launch new tools and processes as well as ensuring the documentation of all existing processes and business rationale.
• Align and develop front-end and back-end actioning taxonomy and drive standard operating procedure and quality program standardization
• Ensure senior business leaders are regularly informed of the program evolutions and performance and are engaged in conversations requiring risk analysis and decision making
• Partner across multiple areas of Uber’s business, including product, marketing, policy, operations, and legal, to develop solutions to address the unique challenges Uber faces

Basic Qualifications

• 7-10 years experience overall in Program Management, while leading large cross functional and multi-stakeholder program teams 
• 3+ years of experience managing global, multi-region initiatives, with demonstrated ability to navigate varying regional requirements, governance models, and stakeholder needs

Preferred Qualifications

• Skilled in adaptable communication and can create clear narratives using Data and anecdotal evidence
• Deep understanding of business operations and opposing pressures a business leader faces on a day to day basis
• Experience working in the safety, risk or identity space
• Comfortable influencing discussions at the highest levels and a demonstrated ability to find common ground and align partners and teams with conflicting agendas
• A demonstrated ability to thrive under pressure in an unstructured, fast-paced environment
• Ability to tell clear, compelling stories out of complex issues and analysis
• Experience in planning, setting metrics, and roadmap development
• Demonstrated success in using data to make customer focused decisions and to facilitate behavior change in support organizations
• Exceptional written and verbal communication skills across multiple functions and teams
• Experience with process design and optimization, program management, customer support strategies, and/ or quality assurance (lean six sigma)
• Strong communication, presentation and organization skills ability to reduce complex and complicated information into clear recommendations to senior leadership
• Track record of driving strategic insights and tying strategy work to specific business goals
• Data-driven decision mentality, sound business judgment, and strong analytical thinking
• Absolute team player and ability to bring clarity of thought in situations where opinions may vary widely
• Prior experience with people management skills--driving business results while also being an empathetic leader; EQ is a must-have
• Disciplined organizational skills; you'll need to prioritize and manage many ongoing processes and projects simultaneously

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For New York City, NY-based roles: The base salary range for this role is USD $203,000 per year - USD $225,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD $203,000 per year - USD $225,000 per year.

For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.