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Program Lead, Safety Operations, APAC

Program Lead, Safety Operations, APAC

Uber

6 years

5 - 7 Lacs

bengaluru

Posted:23 hours ago| Platform: GlassDoor logo

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Skills Required

support efficiency standardization governance leadership engagement collaboration data analytics teamwork network drive audit reporting empathy metrics training testing content maintenance consulting agile management auditing negotiation communication presentation design optimization automation report

Work Mode

On-site

Job Type

Part Time

Job Description

About the Role
We are searching for an Safety Support Operations Leader focused on ensuring the quality, efficiency and efficacy of our intake, agent readiness and feedback loop processes for the Global Operations and Insights team. The role requires strong business acumen and a deep dedication to process, standardization and governance. Your efforts will produce better outcomes for our customers and a faster, more accurate process for the business. This will be an operational leadership role with a heavy focus on stakeholder engagement, managing and executing on complex processes, leading cross-functional collaboration, driving regional alignment, and improving processes through data analytics, organization, and teamwork. The Impact You'll Have

Deliver safety program priorities through our global network of COEs and BPOs - combining human expertise and automations.
Drive standardization across all aspects of regional safety operations: intake request processes, agent readiness, audit builds, reporting processes, feedback loops, etc
Drive accuracy, empathy and efficiency in every user interaction
Monitor regional operational metrics including SLA, Quality, Headcount, and overall governance of process
Ensure agent readiness for all launches including: agent training, KB creation, SOP creation/testing, content updates
Drive ongoing program maintenance based on feedback from program teams and Ops; adhoc agent trainings, huddle guides, etc

The Experience You'll Bring - Basic Qualifications -

6+ years of experience in tech, consulting, operations or other highly agile, project based environments
Experience overall in operations management, with 3+ years of experience in Operations, Workforce Management, or Auditing
Very strong stakeholder management and negotiation experience
Process and quality improvement experience
Exceptional written and verbal communication skills across multiple functions and teams
Ability to use data to drive business decisions
Strong presentation creation experience

- Preferred Qualifications -

Program management experience across complex multi domain projects, coordinating with global stakeholders, and providing actionable insights
Proven success in process design, optimization, implementation and automation
Strong business acumen and critical thinking skills to identify, report, and mitigate key business risks.
Strong experience working with cross-functional teams across multiple offices and territories
Deep understanding of business operations and opposing pressures a business leader faces on a day to day basis
Experience working in the Safety operations or similar critical functions

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Program Lead, Safety Operations, APAC