Program Leader, Global Safety Support Process

Program Leader, Global Safety Support Process Department: Community Operations Team: Strategy & Program Operations Location: Amsterdam, Netherlands Type: Full-Time **About the Role** The Safety Support Process team defines the global standard for Uber’s safety support experience, ensuring our support in critical moments reflects empathy, integrity, and excellence. As a Program Leader, you will take ownership of the strategy and execution of improvements to how Uber responds to the most critical and urgent safety incidents across the platform. You will serve as a key thought partner to global, regional, and cross-functional leadership, raising the bar for Uber safety support in highly sensitive and serious safety incidents. We are looking for a leader who bridges strategy and execution, raising the bar for customer experience. Someone who can strategise empathetic responses while also building scalable and efficient processes and solutions. **What you'll do** 1. Strategic Design: Lead the global strategy for critical safety support processes. 2. Process Harmonization: Own and optimize the global workflows for urgent safety incidents, ensuring a consistent, empathetic, and efficient experience across all regions and lines of business. 3. Performance Accountability: Drive the success of the Urgent Safety pillar by managing key performance indicators, specifically focusing on elevating the support experience. 4. Cross-Functional Coordination: Act as the primary bridge between Safety Support and cross-functional teams 5. Governance & Machinery: Establish robust program governance, including documentation management and change protocols, to ensure all safety processes are in control, defensible, and scalable. **Basic Qualifications** 1. 8+ years of experience in program management, process management, or support operations with a demonstrated ability to manage large-scale, high-stakes global initiatives. 2. Analytical Excellence: Proven track record of using complex data (e.g., CSAT, operational KPIs, and incident trends) to conduct root-cause analysis and drive strategic decision-making. 3. Stakeholder Influence: Exceptional