Senior Program Manager, Safety Experience & Routing

SupportFinity™; Washington (Washington County); On-site; USD 162,000 - 180,000; Full time

Benefits offered by this job

Bonus program

Equity award

401(k) plan

Benefits

Job summary

Uber seeks a Sr. Program Manager for Safety Customer Experience to strengthen safety reporting and routing with cross-functional collaboration across Safety Operations, Product, Data, and Regional teams.

The role focuses on leveraging GenAI to improve reporting clarity, routing accuracy, and user experience, while enhancing the Help Center for safety. You will drive program requirements, build scalable documentation, and align stakeholders around high-quality customer outcomes, supporting a

Qualifications

• Minimum of 5-7 years of experience in program management, process optimization, analytics, user experience design and/or managing cross-functional projects and stakeholders.
• Experience with GenAI and automation in customer reporting is preferred.
• Six Sigma or related process excellence background is a plus.
• Strong written and verbal communication across multiple functions; ability to influence and build consensus.

Responsibilities

• Develop, implement, and monitor program requirements for safety reporting and routing to improve customer experience and support high quality outcomes.
• Collaborate with Product to pilot, test, and QA impact of automations in reporting and routing processes.
• Define requirements for leveraging GenAI bots to improve reporting and routing of safety incidents while ensuring a positive user experience.
• Improve Uber Help Center for safety to meet customer and support needs.
• Create and maintain comprehensive program documentation (process flows, BRDs, project plans).
• Build consensus among stakeholders to drive safe customer entry points (safety toolkit, Help Center).
• Develop SOPs to improve process adherence globally; partner with Data Analytics, Policy, Product, and Regional teams to maintain data integrity.

Skills

GenAI experience

Automation

Problem solving

Data-driven decisions

Communication

Program management

SQL basics

Education

Bachelor's degree

Tools

None

Job description

Uber seeks a Sr. Program Manager for Safety Customer Experience to strengthen safety reporting and routing with cross-functional collaboration across Safety Operations, Product, Data, and Regional teams.

The role focuses on leveraging GenAI to improve reporting clarity, routing accuracy, and user experience, while enhancing the Help Center for safety. You will drive program requirements, build scalable documentation, and align stakeholders around high-quality customer outcomes, supporting a