Uber Senior Community Operations Manager Safety 

United States, West Virginia 

249505796

About the Role

Beyond operations, you will be responsible for building strong stakeholder relationships across safety, legal, and risk teams. You will collaborate with cross-functional teams to identify opportunities for innovation and efficiency, advocate for customers in safety-related cases, and implement scalable solutions that enhance response times and case management.

• Lead, empower, and develop impactful teams within a time-sensitive and demanding environment to deliver on key operational metrics and programmatic metrics that align to Uber Safety standards.
• Drive operational efficiency by identifying weaknesses in current processes and innovating solutions to enhance team productivity and performance.
• Set up career development plans, coach Team Leads and Senior Team Leads, and develop them into strong people managers; directly manage 5-7 Team Leads who each oversee 10-15 front-line support agents.
• Oversee workforce planning, resource allocation, and operational forecasting to ensure the right support capacity is in place to meet demand.
• Use data analytics to assess performance trends, measure efficiency, and drive continuous improvement in support processes.
• Ensure adherence to service level agreements (SLAs), quality standards, and compliance requirements while maintaining a high-performance culture.
• Collaborate with cross-functional teams to ensure operational initiatives align with business needs.
• Foster a culture of accountability and ownership, ensuring that every team member understands how their work contributes to Uber’s success.

• Champion safety-first, customer-centric thinking by identifying pain points in the safety support experience and leading initiatives to improve incident resolution and customer satisfction.
• Develop and implement strategies to enhance Uber’s safety-related service quality, with a focus on first-contact resolution, efficiency and best in class customer service.
• Act as a thought leader in safety support innovation, driving improvements in policies and response processes to create seamless, reliable experiences for all end users.
• Build strong stakeholder relationships across safety, legal, and risk teams to ensure alignment on customer safety priorities and business objectives.
• Work closely with cross-functional teams to translate insights into actionable safety improvements, ensuring customer feedback helps refine processes, policies, and escalation protocols.
• Lead problem-solving initiatives that address systemic safety support challenges, using structured methodologies (e.g., root cause analysis, Six Sigma) to eliminate inefficiencies and improve response times.
• Advocate for the voice of the customer in safety matters at all levels of the organisation.
• Promote a continuous improvement mindset, enabling teams to proactively identify and address gaps in safety-related operational processes and customer touchpoints.

Basic Qualifications

1. Strong leader with a passion for working with people.
2. Very strong problem structuring and solving skills and ability to deal with ambiguity
3. Exceptional communication skills. A communication style that is flexible to the situation. From communicating updates to your team, to discussing metrics with key stakeholders, or presenting to leadership.
4. Incredible empathy and understanding of both riders and driver partners alike. You will be an excellent advocate for Uber's users and are passionate about the community experience.
5. Calm under pressure. You have outstanding interpersonal skills, integrity, and great follow-through on tasks.
6. Curiosity. A love for learning how things work always looking for innovative improvements is key.
7. Data analytics competencies and the ability to interpret and map processes to data.
8. Business Acumen: Deep understanding of Uber’s goals, with the ability to align support functions to business objectives.
9. Stakeholder Management: Strong ability to influence and collaborate with senior leaders, balancing multiple perspectives while driving service improvements.
10. Problem-Solving & Innovation: A proactive approach to identifying and resolving challenges within the customer experience, using data and industry best practices.

Preferred Qualifications

1. At least 8 years of work experience in a fast-paced, high-intensity environment, including at least 5+ years of leading teams of 10+ people.
2. Degree in business, economics, finance or any science-related fields

* 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 .