Senior Community Operations Manager Ii
3 weeks ago
#GreatMindsDontThinkAlike At Uber, we celebrate diversity and believe the best ideas come from different perspectives. We're building an open, inclusive culture where you can do the best work of your career while shaping how the world moves. #BuildWithHeart
About the RoleCommunity Operations is redefining how Uber delivers seamless, secure, and trusted support to our global community of riders, earners, and merchants. We are seeking a Senior Community Operations Manager II to lead our Advanced Customer Support Program-a mission-critical function focused on fraud, identity, and safety.
This is a high-impact global role responsible for managing a large, distributed team of 200+ based across India and the Philippines. The team supports multiple sub-programs across diverse user groups and regions, addressing complex issues such as account takeovers, unrecognized charges, and emerging fraud trends. Beyond frontline support, this role also plays a strategic function in fraud detection, identifying fraud modus operandi (MOs), and partnering with global Risk and Identity teams to influence Uber's risk strategy.
This role requires a strong operational leader who thrives in complex, fast-evolving environments and is passionate about building scalable solutions using data, automation, and AI.
Responsibilities- Lead Global Operations: Manage a large multi-region team spanning 6-7 sub-programs across fraud, risk, identity, and safety domains.
- Drive Automation & Efficiency: Reduce false positives and improve case handling accuracy through upstream process fixes, hygiene management, and AI-based automations.
- Improve Customer Experience: Leverage AI and data-driven strategies to enhance support quality, speed, and personalization for users affected by high-risk issues.
- Define and Track KPIs: Develop actionable KPIs and dashboards to track productivity, quality, CSAT, SLA, and 1* CSAT rates. Use insights to drive performance improvements.
- Strategic Risk Partnership: Collaborate closely with Risk and Identity program teams to align operational execution with evolving fraud strategies and threat models.
- Mentor and Develop Talent: Coach a team of managers and program leads on leadership, analytics, process excellence, and stakeholder engagement.
- Act as Interim Site Lead: Serve as backup for site-level leadership responsibilities, including BCP planning and execution.
- Champion Global Standards: Be a subject matter expert on risk support best practices and scale knowledge across Uber's global support network.
- Strong People Leadership: Proven experience leading large, geographically distributed teams (200+), with the ability to manage multiple sub-programs supporting diverse user groups across global regions.
- Stakeholder Communication & Influence: Excellent communication and collaboration skills, with the ability to work cross-functionally with policy, product, engineering, and regional operations teams, and advocate for support priorities on a global stage.
- Operational Excellence: Demonstrated ability to manage and improve key support metrics (Productivity, Quality, CSAT, SLA), while driving efficiency through operational hygiene, automation, and data-driven decision-making.
- Change Management & Agility: Ability to navigate ambiguity and lead teams through fast-paced operational and strategic changes, particularly in a dynamic fraud and risk environment.
- AI & Automation Fluency: Exposure to AI-powered tools and platforms used in customer support or fraud detection, with a strong understanding of how automation can reduce false positives and streamline workflows.
- Data Analysis & Interpretation: Skilled in interpreting operational data, identifying fraud trends and root causes, and leveraging insights to influence upstream risk strategy and improve team performance.
- Domain Expertise in Fraud & Risk: In-depth understanding of fraud patterns, risk operations, and mitigation strategies, especially in high-volume, AI-influenced environments.
- Program Management Experience: Ability to lead large-scale, cross-functional initiatives, manage complex project roadmaps, and influence decision-making at the global level—particularly within Risk, Identity, or Trust & Safety programs.
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