About the Role
We are looking for a highly vigilant, detail-oriented, and execution-focused Account Security & Risk (ASR) vendor manager to support our outsourced operations. In this role, you will act as a key operational bridge between our BPO partners and internal risk teams, ensuring that account security inquiries, fraud prevention workflows, and account restriction appeals are handled with absolute precision.
While the payments organization handles the movement of funds, the ASR team acts as the frontline shield protecting our users' identities and platform integrity. This position requires someone who possesses a natural curiosity for risk mitigation, thrives in fast-paced environments, and is ready to "lean in" to guide BPO agents through complex, high-stakes security escalations.
What the Candidate Will Need / Bonus Points
---- What the Candidate Will Do ----
Tactical Risk Support & Guarding Identity
- Frontline Escalation Management: Act as the primary point of contact for BPO agents handling complex or high-risk security cases (e.g., account takeovers, sophisticated fraud loops, and sensitive account updates).
- Resolution Excellence: Ensure timely, accurate, and compliant resolution of customer appeals regarding hacked accounts, identity verification (KYC) failures, and fraud-related restrictions.
- Balance Security & Experience: Execute support workflows that strictly adhere to security protocols while maintaining an empathetic, customer-centric approach to distressed users.
Operational Performance & QA
- BPO Workflow Alignment: Monitor day-to-day BPO metrics (SLA, QA, and productivity) specifically for risk workflows, ensuring agents are executing steps with zero room for error.
- Root-Cause Analysis: Conduct regular ticket deep-dives to identify fraud trends, agent knowledge gaps, or systemic process vulnerabilities, feeding these insights back to the ASR Lead.
- Continuous Learning: Stay up-to-date on emerging fraud patterns and policy changes, and actively help update training materials and internal documentation for BPO teams.
Stakeholder Collaboration
- Feedback Loop: Partner with internal Policy, Trust & Safety, and Product teams to flag broken workflows or tools that impact how securely and quickly we can restore user accounts.
- Cross-Functional Alignment: Work alongside the Global Payments operations team to ensure a seamless handoff when payment fraud directly impacts user account security.
---- Basic Qualifications ----
- Experience: 5+ years of experience in trust and safety, fraud operations, account security, or high-volume customer support operations (Fintech, E-commerce, or BPO environment preferred).
- Execution Under Pressure: Proven ability to manage a high volume of technical tasks and stick to tight SLA deadlines in an environment where risks evolve rapidly.
- Communication: Strong written and verbal communication skills, with the ability to clearly explain complex security policies to both BPO agents and frustrated customers.
- Education: Bachelor’s degree or equivalent practical experience in business, criminal justice, risk management, or a related field.
---- Preferred Qualifications ----
- Analytical Mindset: Comfortable working with data, Excel, or dashboard tools (like Looker/Tableau) to spot unusual spikes in account compromise or drops in agent QA scores.
- Agility & Grit: Comfort with frequent policy iterations and a resilient attitude when handling stressful, high-stakes security incidents.
- Attention to Detail: A "perfectionist" mindset when validating sensitive documentation, where missing a minor detail could result in a critical security breach.
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.