As a manager in the Serious Incidents management team, you will be on point to lead resolution of the most critical and severe incidents that affect brand health of Uber.
You will support the management of safety related emergency or crisis situations across IndiaSA on behalf of the Community Operations team. Y
ou will be playing the role of a crisis manager in chief, and ensure that all critical situations assigned to you are handled in a fashion that protects Uber’s brand and business and enhances Uber’s reputation as the safest
mobility platform, while being appropriate and empathetic for the community involved. You will be expected to efficiently and effectively through our most critical incidents to drive top results in investigative sufficiency and quality, accuracy, and timely case resolution. You will also play the role of mentor to your team of investigators and specialists.
You will work closely with our internal partners – Communications, Trust & Safety, Insurance, Legal etc. – to coordinate and facilitate case resolution, as well as post incident root cause analysis and downstream process improvements.
What You’ll Do
- * Develop strategic and tactical responses that Uber should deliver to customers when faced with unexpected situations and with limited information at your disposal
- Develop safety response frameworks for serious safety incidents to drive effective case resolution
- Engage with internal stakeholders and senior management with respect to case management of individual serious safety incidents
- Responsible for delivery on key performance indicators of the team
- Mentor and coach investigators and customer specialists who are part of the team
- Create accurate and succinct case summaries with root cause analysis
What You’ll Need About the Team
Community Operations is pioneering how Uber manages rider and driver support around the globe during our most critical incidents and accidents. Our Serious Incident Managers are there for our customers when they need us most. Accidents and incidents can be traumatic and challenging experiences.
It takes a true professional to understand the complexity of the situation, work empathetically with the customers, and drive our investigations to timely and appropriate resolution. At Uber, we ignite opportunity by setting the world in motion.
We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world. We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.
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