Global Platform Integrity Director

Uber; New York (NY); On-site; USD 288,000 - 320,000; Full time

Benefits offered by this job

Bonuses

Equity

Comprehensive benefits

Job summary

Uber is seeking a Senior Director, Global Platform Integrity to lead our global customer advocacy strategy across Safety, Identity, Risk, Payments, Compliance and Customer Actioning.

You will build and operate global systems to prevent and resolve the most complex customer issues, set strategic direction for a scalable operating model, and partner with Product, Engineering, Data Science and Legal to translate insights into better products and safer experiences worldwide.

Qualifications

• 15+ years of experience across operations, customer experience, risk, safety, platform integrity and strategy.
• 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 and multi-year roadmap for Platform Integrity across Safety, Identity, Risk, Payments, Compliance and Customer Actioning, translating priorities into plans and measurable outcomes.
• Lead a global organization handling the highest-risk and most complex moments, from safety incidents and account compromise to fraud and regulatory requirements.
• Own the end-to-end operating model across proactive support, intake, triage, investigation, resolution, enforcement and appeals with clear ownership and handoffs.
• Define and drive the performance framework balancing customer outcomes, quality, risk reduction and efficiency.
• Build a high-performing leadership team with clear accountability and a culture of ownership.
• Partner with Product, Engineering and Data Science to identify systemic problems, shape roadmaps and develop technology that reduces defects and improves outcomes.
• Drive automation, AI and self-service with appropriate human oversight and governance for high-risk decisions.
• Establish global standards for workflow design, investigation quality, customer treatment, escalation and regulatory compliance.
• Collaborate with global and regional leaders to set service expectations and workforce quality standards.
• Advise senior leadership on complex issues involving customer experience, safety, fraud, identity, regulation and platform risk.
• Represent Platform Integrity in leadership forums with data-driven narratives on performance and risks.
• Build scalable governance and quality mechanisms to support consistent decision making.

Skills

Senior leadership

Cross-functional leadership

Executive stakeholder management

Strategic vision

Job description

Uber is seeking a Senior Director, Global Platform Integrity to lead our global customer advocacy strategy across Safety, Identity, Risk, Payments, Compliance and Customer Actioning.

You will build and operate global systems to prevent and resolve the most complex customer issues, set strategic direction for a scalable operating model, and partner with Product, Engineering, Data Science and Legal to translate insights into better products and safer experiences worldwide.