Program Manager, Actioning

**#Greatmindsdontthinkalike**:At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

**About The Team**

Community Operations is the heart and soul of our **#BuildWithHeart**approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber

**About the Role**

We are seeking a Program Manager to oversee the APAC Actioning and Identity Automation workstreams. Reporting to the Program Leader of Cross-Platform Services (XPS) in APAC, you will work closely with Global and Regional stakeholders, including Global Actioning, Global Identity, Safety Operations, Business Operations and Customer Experience teams. Your primary goal will be to deliver a best-in-class onboarding experience for our earners and ensuring that we are fair and transparent in our actioning for earners/ spenders.

As the Program Manager for APAC Actioning and Identity Automation, you will manage the earner onboarding experience with ownership of the identity automations that enable quicker and compliant onboarding, driving process standardization and product improvements in collaboration with Business Ops and GSIRP teammates. Additionally, as the APAC PoC for Actioning, you will be responsible for ensuring our actioning processes are fair, accurate by tracking reactivation rates while also ensuring that we set the right expectations with users through transparent comms and the review center experience. You will synthesize feedback and provide actionable recommendations to enhance operational excellence and regulatory adherence.

This role is strategic, programmatic, and focused on setting high standards for the APAC earner onboarding experience while ensuring we onboard only the right earners by adhering to regulatory requirements. Additionally, it will play a key role in ensuring process alignment for global actioning initiatives and product rollouts.

**Your Impact in Role**:
**Strategic Leadership**:

- Define and implement an onboarding strategy for our earners that balances supply and compliance.
- Lead strategic discussions to improve our actioning processes/ experience and ensure regulatory compliance.

**Leadership and Influence**:

- Inspire and lead a high-performing team, fostering collaboration with stakeholders and support partners to achieve goals.
- Represent the workstream to APAC leadership across CommOps and Business functions. Be the PoC for Global teams to partner on all Global initiatives relevant for APAC and also champion APAC needs with Global teams.
- Drive readiness for the launch of new features and products while maintaining preparedness for regulatory requirements.

**Operational Excellence**:

- Drive the successful execution and optimization of APAC Actioning & Identity Automation programs and initiatives.
- Continuously improve Actioning process accuracy and track funnel/ automation effectiveness to prevent impact on supply

**Stakeholder Management & Communication**:

- Partner with business leaders to highlight gaps in onboarding and actioning processes and advocate for necessary prioritization and resources.
- Collaborate with cross-functional teams-Operations, Safety Operations, Global Actioning, GSIRP, Product, Engineering -to drive improvements and address regulatory concerns effectively.Simplify complex issues into compelling narratives to influence high-level decision-making and drive alignment among diverse stakeholders.

**The Experience You'll Bring**:

- Proven track record in customer support, user onboarding, user verification, compliance functions or a related field
- Strong leadership and stakeholder management skills, with the ability to navigate complex regulatory environments
- Excellent communication skills, capable of influencing senior leaders and aligning diverse teams
- Experience in talent development and performance management, with a focus on building resilient and scalable teams
- Strong understanding of business operations and the ability to navigate competing pressures
- An inclusive leader with strong skills in mentoring and team developmentAbility to thrive under pressure in a fast-paced, unstructured environment

**Preferred Qualifications**
- Self-motivated with a strong affinity for problem-solving
- Demonstrated success in using data to make customer-focused decisions and to facilitate behavior change in support organizations
- Data Analysis skills: Including Python, SQL and any experience with KAFKA data tables is preferredExceptional written and verbal communication skills across multiple functions and teams
- a natural story