Program Manager - Safety Support Process

About the role and team
The Safety Support Process team defines the global gold standard for how we respond to our users when they experience a safety incident. As a Program Manager for Global Safety Support, you'll design the critical processes and automations that bridge the gap between complex digital systems and high-stakes, real-world safety outcomes. This isn't about maintaining a polished status quo; it's about architecting seamless, high-integrity support experiences that remove friction for users during their most vulnerable moments while empowering agents to focus on high-value, empathetic care.
Thriving here requires more than just process mapping-it demands a high-ownership mindset and the grit to navigate the messy reality of global safety at scale. You'll need to stay steady under pressure, move with urgency, and make hard calls with imperfect information. This role is for someone who is energized by the challenge of turning technical complexity into human clarity and who wants to build systems that protect millions of people every day.
What you'll do

• Build and maintain the global support frameworks and process architectures that ensure our safety response is robust, defensible, and consistent across every geography.
• Lead the design and optimization of high-stakes user journeys for proactive safety interventions, specifically for trip anomalies or emergency service engagements.
• Partner with Product and Engineering to identify and automate manual, repetitive steps, defining the requirements for tools that help agents investigate incidents more accurately.
• Act as the bridge between global standards and regional realities, navigating the tension between specific market nuances and the need for a harmonized global process.
• Conduct rigorous qualitative and quantitative analysis to identify gaps in the safety program and drive continuous, data-driven improvements.
• Establish robust change management structures to ensure new processes and automated tools land effectively within fast-moving global support operations.

Basic Qualifications

• 5+ years of experience in program management, process design, or support operations within complex, high-stakes environments.
• Bachelor's degree or equivalent practical experience.

Preferred Qualifications

- Experience building scalable processes and driving simplification in highly ambiguous or complex technical environments.
- Proficiency in data manipulation and root-cause analysis to drive design decisions and measure process efficiency.
- Demonstrated ability to design processes through the lens of a user in crisis, balancing operational speed with empathy.
- Experience designing or scaling response systems for highly sensitive issues, such as emergency services or crisis hotlines.
- Proficiency in SQL and a deep understanding of support ticketing systems and automation workflows.
- Proven track record of managing global stakeholders and balancing regional needs against global standardization.
Experience leveraging automation or GenAI to streamline complex human-in-the-loop workflows.

For Chicago, IL-based roles: The base salary range for this role is USD$118,000 per year - USD$131,000 per year. You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.