Risk Compliance Specialist Ii - Fraud Doc jobs at Uber

What You Will Do

• Analyze support escalations data to identify root causes and trends impacting customer experience, and collaborate with relevant teams to implement solutions.
• Lead cross-functional initiatives to drive defect reduction and process improvements across Product, Policy, and Support functions.
• Develop and present clear reports and insights to senior stakeholders and global partners to inform strategic decision-making.
• Manage ongoing communication and alignment with multiple teams to ensure timely resolution of high-priority customer issues.
• Improve support case resolution rates by identifying bottlenecks and working with teams to optimize workflows and resources.
• Support the creation and maintenance of escalation handling frameworks and best practices to improve operational effectiveness.

What You Will Need

• At least 3+ years of Customer Support related Program Leadership experience is required!
• Advanced analytical and problem-solving skills with a proven track record of driving root cause analysis and systemic improvements using complex support and escalation data.
• Demonstrated ability to lead cross-functional collaboration and influence senior stakeholders across Product, Policy, Operations, and Support teams to resolve high-impact customer issues.
• Excellent communication and storytelling skills, capable of presenting complex insights clearly and persuasively to diverse audiences including leadership and global partners.
• Experience with advanced data analysis tools and techniques (e.g., SQL, Excel, BI platforms) to extract actionable insights from large and complex datasets.
• Background in customer experience, support operations, or escalation management within a fast-paced tech or consumer-facing environment.
• Proven success in driving process improvements and defect reduction initiatives that have significantly enhanced customer satisfaction or operational efficiency.
• Strong project management skills with experience coordinating cross-functional teams and managing multiple priorities to deliver impactful results.

* 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 .

US&C IRT Tier 2 Specialist (S1 Role)

As a Safety Investigations Specialist, you will take ownership of requests and solve customer tickets across all our critical and advanced lines of business through different modalities (phone, chat, message), challenging yourself to solve the most complicated and interesting problems our users face. You will present your insights to stakeholders and contribute towards the continuous improvement of our policy and services.You will create advocates out of even the most frustrated users, and you’re always looking for outstanding and exciting ways to improve their experience!

What the Candidate Will Do:

• Respond to high-volume, live queue of sensitive incident inbound cases and/or outbound queues.
• Report & document issues with reporting parties using various platforms.
• Master multiple knowledge bases and contact management systems.
• Attend to cases of a lower level in IRT (L1 / L2), making detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take the actions according to the process. Tasks may be split into two functions: Standard Safety Support and Investigations and Deactivations.

Basic Qualifications

• At least 6 months of customer support experience handling sensitive issues.
• Strong emotional intelligence (EQ) and emotional regulation skills.
• Strong communication skills, both verbal and written.
• Strong problem-solving skills.
• Strong critical thinking skills.
• Ability to work under pressure and handle a high volume of sensitive incidents.

Preferred Qualifications

• Prior experience working in a fast-paced, high-pressure environment.
• Familiarity with contact management systems and knowledge bases.
• Strong data analysis and reporting skills.
• Ability to work independently and as part of a team to achieve goals.

* 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 .

We aim to prioritize safety and growth at a global scale by building and optimizing cost-efficient identity verification processes for identifying risky actors and limiting unnecessary friction for safe earners.

As a Risk and Compliance Specialist, you will play a pivotal role in ensuring the highest service quality standards, risk mitigation, and compliance within our organization. Your responsibilities will revolve around analyzing data, identifying potential risks, implementing strategies to address compliance issues, and fostering a culture of continuous improvement. This role requires strong analytical skills, problem-solving abilities, effective communication, and a collaborative mindset to work with various organizational stakeholders. The ideal candidate will be proficient in Google Sheets and demonstrate a commitment to execution excellence.

• Analyze metrics, risk factors, and compliance standards to identify areas for improvement.
• Develop and implement strategies to enhance service quality, mitigate risks, and ensure compliance with regulatory requirements.
• Identify emerging risks and trends, and proactively recommend solutions to mitigate potential impacts on service quality and compliance.
• Work on content development in case of gaps in the SOPs/KB pages.
• Utilize analytical tools, including Google Sheets, to collect, organize, and analyze data for informed decision-making.
• Work with TLs to improve the team's TPH, R2, insights & impact metrics.
• Willingness to work in shifts (rotating day/night shifts, rotating weekend offs).

Basic Qualifications

• Proven track record of identifying issues, developing innovative solutions, and implementing effective strategies to address challenges related to service quality, risk management, and compliance.
• Strong interpersonal skills with the ability to collaborate effectively with cross-functional teams and influence stakeholders to achieve common goals.
• Demonstrated proficiency in using Google Sheets for data analysis, reporting, and collaboration.
• Excellent verbal and written communication skills with the ability to articulate complex concepts and technical information to diverse audiences.
• Commitment to delivering high-quality results, meeting deadlines, and continuously improving processes and procedures to achieve organizational objectives.
• Work in a 24x7 support environment, pro-actively take initiatives/ suggest improvements, and work closely with the TLs in carrying out projects.
• Ability to train new hires, and floorwalkers and set them up for success when they start production.
• Ability to analyze complex data sets, identify patterns, and derive actionable insights to improve service quality and mitigate risks.

Preferred Qualifications

• Must be in the current roles for 6 months at least.
• Strong attention to detail, critical thinking skills, and the ability to exercise sound judgment in decision-making.
• Proven track record of executing projects, driving process improvements, and achieving measurable results.
• Excellent organizational skills with the ability to prioritize tasks, manage multiple projects simultaneously, and adapt to changing priorities.

* 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 .

What the Candidate Will Need / Bonus Points

• Social Media - Ticket Handling
• Communicate with high-profile riders and influencers on social media and represent Uber’s support spirit
• Manage escalations from various internal teams i.e. IRT, ECR, Cross support, CEO Escalations, Stakeholder Escalation, escalations, provide language support, support Driver Escalation from BPOs and keep a sharp focus on HighPriority queue for critical safety escalations.
• Have the ability to handle safety-related escalations on social media with empathy and presence of mind while working with relevant teams internally to get them resolved on time
• Provide top-notch customer support through emails and phone calls alike for all of our audiences, if need be. We take pride in the fact that we treat riders and driver-partners as equals and we’d want you to be on the same page
• Help in improving processes and never shy away if you have to build a new process. We always optimize for better customer experience
• Identify patterns and help in making the support systems better as we scale
• Voice and speech capabilities
• Should be able to take calls and confidently interact with customers from any social background by effectively listening, understanding and speaking in English. Other regional languages are a plus
• RCA and deep dives
• Should have intermediate knowledge on Excel/Word/Slide to extract data, frame basic models and represent it on documents/slides
• Understand post virality, have the ability to monitor and control it
• Be able to report viral post trends so internal teams can take the right action in a timely manner
• Monitor the social media handles of Uber, which are essentially Twitter and Facebook with a dash of Instagram as well
• Have the expertise to communicate with celebrities who raise support tickets on social media (COEs, actors, sports personalities, journalists, writers, etc)\
• Insight generation
• Should be able to relate support opportunities with Uber’s business needs and hence identify process/policy insights from BAU activities
• Creative Responses
• Positive Engagement: Must be able to write positive appreciation-worth responses on social media to transform negative experiences into a positive one.
• Killer Response: Should be able to identify opportunities where we can write virality-worthy responses which get social media traction. In turn, leads to positive brand sentiments.
• Delighter Program:Should be inclined to engage with the Rider/drivers on Social, ideate a delighter, and execute it end to end to create positive stories on social media.
• Understanding Social Media platforms and metrics
• Should have acquired understanding about Social Media platforms and various metrics accepted globally. Should also be using these platforms to keep one updated about recent policies and features

- - - - Basic Qualifications ----

Graduate degree (Mass Communication Preferred)

Strong verbal and written communication skills

Willingness to work flexible shifts (including mornings, evenings, and weekends)

- - - - Preferred Qualifications ----

• Outstanding written and verbal communication skills with proven ability to write clear, concise, and accurate messages
• Demonstrate awareness of social media trends/developments and how those can be implemented to improve community engagement/customer service
• In-depth knowledge of and enthusiasm for social media Expertise and interest in social media best practices and a willingness to innovate
• Familiarity with Google Drive, especially Google Spreadsheet and Google Docs Ability to maintain a professional and calm demeanor while juggling multiple, high-priority tasks concurrently.
• Ability to stay calm under high-pressure situations

* 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 .

What You Will Do

• Create wireframes, visual designs, and prototypes to solve complex UX problems
• Present work in various mediums and fidelities throughout the design process
• Give and solicit feedback from other designers to continually raise our bar for quality
• Partner with our UX research team to understand the needs of our customers and integrate findings into design approaches
• Brainstorm and iterate with your design colleagues
• Engage in points of collaboration with engineers to build your designs
• Ship, measure, and improve your designs based on quantitative and qualitative feedback

Basic Qualifications

• 3+ years of Product Design experience

Preferred Qualifications

• Experience leading product design, at least three years but potentially much more
• Exceptional UX (interaction design) skills, robust UI (visual design) skills
• Effective prototyping skills
• A portfolio demonstrating your high-quality designs and problem-solving ability
• Experience designing complex web tools for enterprise or consumer applications
• Experience working on systems or service design
• Consumer mobile design experience
• Strong written and verbal communication skills
• Strong presentation and storytelling skills

For San Francisco, CA-based roles: The base salary range for this role is USD$152,000 per year - USD$169,000 per year.

You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link .

- - - - What the Candidate Will Do ----

1. Partner & refine long term vision for charter with Product Leadership along-with identification of New Opportunities on basis of evolving landscape of Global financial regulations, User Needs & External Platform/Industry Landscape.
2. Build & evolve core capabilities such as KYB (Know your Business), KYC (Know your customer), PRRM (Partner Risk Rating Model), Transaction Monitoring, etc.
3. Deeply understand the Regulatory Business Requirements collaborating with Compliance Officers, Legal, Payments and Operations teams and convert them into Product Requirements.
4. Define and prioritize a detailed product roadmap balancing Regulatory Needs, User(Spender/Earner) pain-points & Product/Business Growth.
5. Align Leadership & cross-org. product teams on Core problems and Influence cross-org. product roadmap collaborating with them for roadmap execution.
6. Collaborate with cross-functional teams including Engineering, Design, Data science, Data Engineering, ML, TPM, Compliance Operations & Business Operations to build & deliver high-impact products.
7. Lead the end-to-end product lifecycle from ideation/feature definition to launch and post-launch feedback & improvements.
8. Use data to make informed decisions, analyzing metrics to evaluate product performance and inform future iterations.
9. Communicate effectively with stakeholders at all levels, from Tech IC to senior leadership representing Team’s work, Impact and future Roadmap.
10. Serve as a SME on payment compliance in companywide forums & evangelize platform's capabilities and drive adoption across use-cases & company.

- - - - Basic Qualifications ----

1. Minimum of 6+ years of experience in product management and 10 years of total experience.
2. Ability to thrive in a fast-paced, ambiguous environment and manage multiple priorities effectively.
3. Proven track record of building and shipping successful products from ideation to launch.
4. You do whatever it takes to make your product and team successful - whether that means writing a PRD, doing User Acceptance Testing, Deep-dive with Engineering/Analytics, etc.
5. Bachelor’s degree in Computer Science or similar.
6. Master’s degree preferred but not required.

- - - - Preferred Qualifications ----

1. At least 5-7 years of experience in core payments, payment compliance, regulatory products with strong understanding of compliance Modules & Processes (e.g. AML/KYC, ODD, EDD, Screening, Transaction Monitoring, etc.)
2. Has built & managed Internal/B2B Platforms in Big Tech for Global needs & Scale.
3. Past experience working in related Banking/BigTech/Fintech products.

* 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 .

About the Role

As a Product Manager for Customer Obsession, you will be responsible for the strategy and development of support solutions to deliver exceptional customer experiences across mobile, web, and voice platforms for Uber Merchants (e.g. Restaurants, Grocery and Convenience stores etc.). You will be using best of breed technologies (including AI/machine learning) and innovative design thinking to accomplish this at a scale that has never been done before in the industry.

What You'll Do

• Define the roadmap and lead the execution of support solutions for Merchants and B2B using GenAI.
• Work closely with the Merchant Product team and a massive global community operations organization to build efficient and scalable customer support experiences.
• Internalize and deeply understand Uber’s mission and strategies, as well as the mission and objectives of your specific team.
• Distill vision and strategy for the team, get all members of cross-functional team #superpumped.
• Be incredibly truth-seeking. Collect whatever data is necessary to inform product direction, whether in the form of competitive intel, user behavior or other business metrics. Solicit and welcome critical feedback.
• Drive cross-functional team to set qualitative objectives and quantitative goals.
• Drive innovation, definition, deliverables planning (roadmap) and design of entirely new Uber products and product features to deliver against team and company goals. Requires challenging all members of cross-functional team (engineering, design, data science etc.) to think boldly and creatively and then funnel that energy into concrete products and execution plans.
• Make tradeoff decisions based on technical and business insights and experimentation
• Monitor and measure launched products and feed insights back into the product development process to drive growth
• Clearly communicate product plans, benefits and results, as appropriate, to a spectrum of audiences, from internal stakeholders to Uber executives, employees, and customers

Basic Qualifications:

• 4+ years experience delivering highly successful web or mobile products using GenAI
• Bachelor’s degree in a relevant field such as Computer Science, Information Systems, or Business (bonus points for MBA)
• Passion for Uber's mission and the company's hybrid technology / operations nature.
• A deep desire to grow and learn

Preferred Qualifications:

• MBA from Top B School preferred
• Strong understanding of core product management practices, including roadmap planning, stakeholder management, and cross-functional collaboration.
• Finger-tippiness with data. You find a way to get the data you need and whip it into an insightful story with no help. You know how to demonstrate this data to make decisions without getting stuck in analysis paralysis
• Grittiness: You don't hesitate to take initiative and address something hands-on, you persevere when others give up
• A "driver" personality - constantly pushing toward clarity and delivery while balancing the need for great collaboration

* 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 .