דרושים Global Relocation & Immigration Specialist ב-Uber ב-ארהב

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'll do:

• Pitch, sell and negotiate the newest product in the U4B portfolio to diverse decision makers inside SMB companies in every industry.
• Prospect new leads and opportunities to build and maintain a strong pipeline.
• Hit bi-annual and quarter targets (quota carrying role).
• Construct, forecast, and run your sales pipeline via Salesforce CRM.
• Develop your sales skills: Probe for objections, remove obstacles, and eliminate barriers to gain commitment with customers.
• Work with a unique multifunctional team inside one of our most important lines of business.
• Contribute on building and developing a new U4B product launch in the region.
• Participate in periodic team reviews and updates on business progress, best practice sharing etc.
• Create documents like process playbooks, performance trackers etc. to help the team scale efficiently.

• 2+ years of B2B experience, with at least 1 years in an Account Executive role or equivalent. SaaS experience is a plus.
• Bachelor's degree in business administration or related field
• Proficiency in English
• Excellent verbal and written communication skills
• Proven track record of growing a customer base and exceeding revenue targets and company goals
• Self-starter, comfortable working autonomously with high volume and under pressure typical of SMB sales
• Proficiency in pipeline management, sales techniques, prioritization, and setting clear expectations
• Proficiency in leveraging data-driven insights to refine sales strategies
• To be driven and passionate about a fast-paced team environment, working with high pressure and high expectations
• Resilience, adaptability, proactivity, taking care of ambiguity, and a can-do attitude
• Creativity, organization and process-orientation to simultaneously handle hundreds of prospects

* 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 .

These are very ambitious goals that aim to position Uber as a leader in the Sustainability space. We’ve taken a number of major steps already, such as:

• Committing $800m to support drivers transitioning to Electric Vehicles by 2025.
• Launching new products like Uber Green, Comfort Electric, Planet, the rider emissions savings dashboard in the Mobility app, and allowing merchants to report packaging types in Uber Eats Manager.
• Signing key partnerships with car manufacturers, fleet and leasing companies, charging infrastructure providers, packaging providers, NGOs, and utilities to accelerate our impact and reach our goals.
• Investing in a multi-modal network (bikes, scooters, transit integration etc).
• Holding ourselves accountable with a and our .

About the Role

As Global Head of Sustainability you will be responsible both for executing on our existing electrification commitments and developing new approaches to sustainability across Mobility, Delivery and Freight; delivering a complex ongoing operational programme, while also developing and executing our longer term sustainability strategy across all lines of business and corporate operations.

What You’ll Do

• As a global leader you will be responsible for developing and supervising all the sustainability efforts globally, across Mobility, Delivery, Freight and Corporate operations. You will be the glue that binds everything together, working with our local, global and C-suite leaders to develop plans and to bring our sustainability goals to life
• Due to the broad remit and cross functional nature, the role requires collaborating with teams across the business: the role leads a team of ~10 people who work on sustainability as part of the Global Sustainability team, but 50+ people across functions play vital roles as part of their work on Sustainability, and we expect this group to expand
• You will be ‘orchestrating’ the strategy and execution of the work across every team.
• You will work hand in hand with senior management across all lines of business to develop the right structure to execute on the work as the scope increases
• You will need to be highly strategic, with a strong vision and the ability to unite the company around it; you will also be the face of the company in articulating this vision to the outside world
• Operational excellence will be critical to your success; you will be expected to work closely with ops and marketing in their day to day work with drivers, riders, couriers, merchants, partners and cities to move our electrification and sustainability metrics forward.
• Identify innovative deals with business development teams, and support partnership discussions and implementation.
• Passionate about tech and Product. Our sustainability tech team will be your key partner in developing world-leading products that will position us as a sustainability innovator
• Partner with Policy, Comms and Legal, to help shape public policy and discourse around sustainability
• Deep focus on the needs of Uber’s customers. This includes working with enterprise clients looking to achieve their own sustainability goals; as well as understanding and developing solutions for individual riders, drivers and couriers who share your passion for sustainability
• Develop Uber’s global sustainability strategy as countries and regions strengthen their commitments, and as sustainability first thinking becomes more deeply ingrained across more and more parts of the business

Basic Qualifications

• 12+ years of work experience required (in General Management, Operations, Product, Policy, Communications, Consulting, Entrepreneurship), including ideally 5+ years in Sustainability.
• 5+ years of people management required.
• Significant experience in representing Uber/previous organizations externally with business or NGO partners, in tier 1 media and/or with policymakers.
• Significant experience in cross-functional management and leadership roles, including leading cross-functional teams and projects and working with senior management.
• Significant experience in managing complex cross-functional projects across multiple global geographies.

Preferred Qualifications

• P&L Management.
• Able to articulate a clear vision and areas of strategic focus. Clear and confident communicator; comfortable sharing information formally or informally with senior audiences.
• Data-driven decision mentality and sound business judgment through excellent analytical thinking.
• Critical thinking and master problem solver; develops new frameworks for complex problems where no standards exist today and engages other specialists for feedback and integrates it effectively. Ability to make recommendations on creative business models and structures.
• Comfortable project managing the rollout of large initiatives across the region which require cross-functional collaboration across operations, product, cities, marketing, legal and tax.
• Excellent planning and organization skills; ability to bring structure to and lead large multi-stakeholder groups.
• Experience with identifying, building and improving operational processes.

For New York, NY-based roles: The base salary range for this role is USD$221,000 per year - USD$245,500 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 You’ll Do

• Build Uber's global support escalation strategy and processes. Set a clear vision, tie together existing strong individual efforts, and execute an integrated approach to uplift support quality

• Lead the global external escalations function, including social media support (day-to-day and critical brand response), managing high-priority and influencer cases, and overseeing Executive Leadership Team (ELT) escalations. Work in close partnership with Uber's Communications team to ensure swift and appropriate responses. Utilize social listening (e.g., Reddit) to proactively identify emerging issues and sentiment gaps

• Design and implement robust Tier 2 and Tier 3 escalation frameworks,including developing comprehensive standard operating procedures (SOPs), identifying and integrating necessary technology, and program managing the escalation process from our BPO partners to our Centers of Excellence (COEs) in both APAC and the US

• Mobilize cross-functional teams, ensure unified support operations, identify and triage critical bugs, to ensure rapid resolution
• Drive the root cause analysis of escalated issues to identify and implement fixes in both internal support processes and product features, aiming to prevent issues from recurring upstream. Identify and advocate for the development of necessary tools
• Develop and operationalize a long-term vision to help the team drive comprehensive problem solving of complex customer challenges across the Uber ecosystem
• Lead the design of operational processes to identify, rectify and prevent customer issues, resulting from product, support policies or agent performance gaps
• Source practical customer insights and influence partners across Product, Engineering, Operations and Customer support to improve customer offering
• Lead and develop a team of 130+
• AI-Driven Escalation Innovation: Strategically design, develop, and build cutting-edge escalation processes specifically for tech-driven and AI-influenced issues. This involves figuring out when and how things get escalated differently as AI tools make interactions more fluid. You will create processes on how to handle these unique escalations, develop technical requirements and business requirements for new AI-assisted tools for agents and ensure complex issues efficiently move beyond automated support when needed

Basic Qualifications

• 12+ years experience in operations, program management, consulting or corporate strategy as a people leader within a fast-paced and complex environment

• 10+ years of leadership experience managing large, global teams including direct reports and Managers

Preferred Qualifications

• Proven ability to think big-picture, define complex strategies, and translate them into actionable plans. A hands-on operator who can get into the details and drive execution from the ground up
• Deep experience and expertise in leading customer support operations
• Comfort operating in a highly matrixed global environment. Proven ability to influence leaders and cross-functional partners across Product, Engineering, Communications, Legal, and other CommOps teams to drive alignment and results without direct authority
• Experience scaling programs globally, starting with a strong foundation in a key market (e.g., US) and expanding effectively
• Demonstrated deep process improvement experience
• Lean Six Sigma certification and /or background in Systems Engineering

For San Francisco, CA-based roles: The base salary range for this role is USD$221,000 per year - USD$245,500 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 .