About the Role
We’re looking for a high-impact business leader to build and manage our Worldwide Safety Operations network, supporting our global transportation and delivery business. As the Head of Worldwide Safety Operations, you will have full ownership of BPO safety performance and be the single point of accountability. You aren't just managing a vendor; you are building a new organisational pillar from the ground up. You will ensure excellence in safety operations, quality, and cost, and you will tackle upstream issues head-on, championing user safety and driving continuous improvement across all channels.
You will be responsible for implementing site and vendor strategies, managing contact center vendor relationships, and partnering with internal Program, CX, and Tech teams to define policies and build the "Safety Stack" of the future. The right person is ready to make tough, data-backed decisions in a high-stakes environment. You are a strategic leader capable of navigating highly matrixed organisational structures. Yet, you possess the tactical grit to dive into the weeds of a safety ticket or a tool's UI when necessary to ensure our BPO agents are effective and our community is protected.
What you'll do
- Own the Safety BPO Ecosystem: Manage the end-to-end business relationship with our Safety BPO partners, ensuring simultaneous optimization for empathy, accuracy, and financial results.
- Generate Operational Insights: Partner deeply with BPO leadership to extract frontline insights that help internal CX and Program teams architect and refine global safety policies and build superior tools.
- Drive Product & Tech Advocacy: Act as the primary bridge to Tech and Product teams; you will evangelize agent-assist technology requirements and test tool UIs to ensure they empower BPO agents to be effective and precise.
- Champion Regional Nuance: Lean in to build deep expertise on market-specific safety risks; voice the need for differentiated positioning in certain regions to ensure global policies respect local nuances.
- Build a New Organizational Pillar: Lead the strategic transition from standard support to a specialized, high-stakes Safety organization, defining specialized training protocols and operational standards.
- Execute Performance Strategy: Own a balanced scorecard framework that prioritizes "Quality and Accuracy" above all else, given the sensitive nature of safety incidents.
- Navigate a Matrixed Environment: Work in partnership with Regional CX leaders and global peers to drive consistency while advocating for the unique safety needs of diverse markets (e.g., EMEA, LATAM, APAC).
- Hands-on Problem Solving: Maintain a "roll up your sleeves" approach—be ready to personally audit complex safety tickets, draft SOPs from scratch, or dive into the weeds of a workflow to solve bottlenecks.
- Executive Insights & Recommendations: Provide high-level recommendations to the executive team on emerging safety trends and regulatory risks through in-depth data, forecasts, and comprehensive projections.
Basic Qualifications
- Bachelor’s degree or equivalent work experience.
- 10+ years of support center leadership experience.
- Experience leading large-scale customer support outsource operations, including developing support strategies, performance management, and on/off boarding activities.
- Experience leading diverse, internationally dispersed teams.
- Strong understanding of the global markets, including but not limited to EMEA, LATAM, and APAC, and their unique mix of languages, cultures, and unique regulatory environment.
- Willingness to work night shifts.
- Willingness to travel domestically and internationally 30 - 50% of the time.
Preferred Qualifications
- Able to succeed in an ambiguous, rapidly changing environment where there are multiple priorities and tight deadlines.
- Skilled at developing high-level goals and connecting with day-to-day execution.
- Strong technical and analytical proficiency.
- Exceptional verbal and written communication skills; strong storytelling and executive presence skills.
- Skilled in defining, leading, and managing change across global organizations, driving impact and alignment in highly matrixed environments.
- Experience defining tools and technology requirements for agents and experience implementing and driving adoption of new contact center technologies.
- Strong Leadership and Management Skills:
- Possess a passion for excellence, leading and developing high-performance teams.
- Committed to attracting and retaining top talent and fostering a passion for operational excellence.
- Exceptional stakeholder management skills, including the credibility and gravitas to garner the respect of both internal and external stakeholders.
- Must have the confidence to act quickly and decisively, often without an abundance of data.
- Able to define a clear strategy for the organization, inspiring the team to accomplish goals and objectives.
- Go get it done attitude, willing to get into the details when needed, overcome adversity, and play to win for the people we serve, seizing opportunities to work without constraints.
- A great teammate by nature, demonstrates a genuine give-and-take approach to problem-solving, acting as a true peer and partner to relevant stakeholders across the organization.
- MBA preferred but not required.
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.