About the Role
We are seeking a seasoned, high-impact Community Operations Manager to lead our Safety Support teams across the EMEA region. In this role, you will be responsible for overseeing a high-performing organisation dedicated to maintaining user safety and platform integrity. This is a high-stakes leadership position that requires a balance of operational rigor, empathetic crisis management, and strategic foresight.
You will lead teams across multiple sites, ensuring that our safety standards are upheld with consistency and excellence regardless of geography. As we evolve, you will be a key driver in integrating AI and automation to optimize our workflows, allowing our specialists to focus on the most complex human-centric safety issues. We need a leader who doesn't just manage "business as usual" but actively raises the bar for what a first-class safety experience looks like.
What You'll Do
Functional Expertise
Deep-Dive Subject Matter Expertise: Serve as the regional authority on safety processes. You won't just oversee the team; you will go deep into the mechanics of safety workflows to understand every nuance of how decisions are made.
Standardization & Global Alignment: Identify disparate regional processes across EMEA sites and drive a rigorous standardisation agenda. You will eliminate silos to ensure a unified, world-class approach to safety.
End-to-End (E2E) Customer Experience: Own the full lifecycle of a safety incident. You will drive meaningful improvements in how users experience our safety support, focusing on transparency, speed, and quality of outcomes
Multi-Site Leadership & High-Performance Culture
Regional Management: Lead, coach, and scale safety support teams across various EMEA locations, ensuring a unified culture of excellence and accountability.
Performance Excellence: Set and uphold an exceptionally high bar for performance. You will define the KPIs that matter and ensure the team delivers a first-class, empathetic experience to our end users.
Change Leadership: Guide the organization through rapid shifts in the safety landscape, fostering a resilient environment where the team feels supported through change.
AI-Driven Optimization & Innovation
Leverage AI: Proactively identify and implement opportunities to use AI and machine learning to drive operational efficiency, improve detection, and streamline manual review processes.
Continuous Improvement: Champion a "day one" mentality, constantly auditing existing workflows to remove friction and enhance the quality of safety interventions.
Strategic Safety Operations
Complex Oversight: Serve as the final point of truth for high-severity safety incidents within the region, ensuring responses are swift, accurate, and culturally nuanced.
Root Cause Analysis (RCA): Deep-dive into safety trends and incidents to identify systemic risks, translating these findings into actionable product and policy recommendations.
Stakeholder & Cross-Functional Partnership
Global Collaboration: Act as the primary safety voice for EMEA, partnering with global peers to ensure regional nuances are reflected in global safety strategies.
What You'll Need
- Proven Leadership: At least 2 years of experience in a Senior Team Lead or Managerial role. You have a track record of building "high-bar" teams and managing managers across different geographical sites.
- Technological Fluency: A forward-thinking mindset regarding AI and automation. You should be able to articulate how technology can be leveraged to augment human decision-making in safety.
- Operational Rigor: Deep experience in process design, capacity planning, and data-driven storytelling. You don't just report data; you use it to change how the business operates.
- EMEA Context: Familiarity with the diverse cultural, linguistic, and regulatory landscape of Europe, the Middle East, and Africa.
- Communication & Influence: Exceptional ability to communicate complex safety risks to senior leadership and influence cross-functional roadmaps.
- Resilience: The ability to remain grounded and lead with clarity during high-pressure safety crises or periods of significant organizational change
- Safety Expertise: Minimum of 3 years in Operations Management, with a mandatory background in managing Safety Support or Trust & Safety teams. You understand the unique emotional and technical challenges of this domain.
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*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 accommodations@uber.com.