Director, Global Platform Integrity — Strategy & Impact

Uber; United States; On-site; USD 288,000 - 320,000; Full time

Benefits offered by this job

Bonus program

Equity

401(k) plan

Benefits

Job summary

Uber seeks a Senior Director, Global Platform Integrity to lead the global customer advocacy strategy across Safety, Identity, Risk, Payments, Compliance and Customer Actioning. This leader will set strategy for the evolution of Platform Integrity globally, guiding people, processes, data, automation and AI to improve outcomes and scalability.

You will build and lead a global organization, partner with Product, Engineering and Data Science to reduce defects, and expand self-service with

Qualifications

• 15+ years of experience across operations, customer experience, risk, safety, trust, platform integrity, strategy, program management or related fields, including significant experience in senior leadership roles.
• Deep experience operating at the intersection of customer experience, product, operations and risk.
• Strong understanding of large-scale support operations, including process design, quality management, workforce strategy, escalation and performance management.

Responsibilities

• Set the global vision, strategy and multi-year roadmap for Platform Integrity across Safety, Identity, Risk, Payments, Compliance and Customer Actioning, translating company priorities into clear operating plans and measurable outcomes.
• Lead a global organization responsible for supporting customers through Uber’s highest-risk and most complex moments, from safety incidents and account compromise to fraud, identity verification, regulatory requirements, payment issues and account actions.
• Own the end-to-end operating model across proactive support, intake, triage, investigation, resolution, enforcement and appeals, ensuring clear ownership and effective handoffs across Product, Operations and regional teams.
• Define and drive the performance framework for Platform Integrity, balancing customer outcomes, quality, risk reduction and efficiency
• Build a high-performing leadership team and organization, setting clear accountability across functions while creating an environment that encourages strong judgment, collaboration, ownership and effective decision making in ambiguity.
• Partner closely with Product, Engineering and Data Science to identify systemic customer and operational problems, shape product roadmaps and develop technology that reduces defects, prevents incidents and improves support outcomes.
• Drive the expansion of automation, AI and self-service across Platform Integrity while establishing the appropriate human oversight, quality controls and governance required for high-risk decisions.
• Establish global standards for workflow design, investigation quality, customer treatment, escalation, actioning and regulatory compliance while ensuring appropriate flexibility for regional and market-specific requirements.
• Partner with global and regional operations leaders to establish clear service expectations, workforce requirements, quality standards and accountability for frontline execution.
• Serve as a senior advisor to Product, Legal, Policy, Operations and business leadership on complex issues involving customer experience, safety, fraud, identity, regulation and platform risk.
• Represent Platform Integrity in senior leadership forums, providing concise, data-driven narratives on performance, emerging risks, strategic priorities and areas requiring executive decisions.
• Build scalable governance and quality mechanisms that support consistent decision making while avoiding unnecessary process and bureaucracy.

Skills

Executive leadership

Strategy development

Global operations

Cross-functional collaboration

Risk management

AI & automation knowledge

Operations leadership

Job description

Uber seeks a Senior Director, Global Platform Integrity to lead the global customer advocacy strategy across Safety, Identity, Risk, Payments, Compliance and Customer Actioning. This leader will set strategy for the evolution of Platform Integrity globally, guiding people, processes, data, automation and AI to improve outcomes and scalability.

You will build and lead a global organization, partner with Product, Engineering and Data Science to reduce defects, and expand self-service with