Job DescriptionAbout the RoleWe are searching for a Senior Director, Global Platform Integrity to lead Uber's global customer advocacy strategy across Safety, Identity, Risk, Payments, Compliance and Customer Actioning.
This leader will be focused on:
- Building and operating the global systems that prevent, detect, triage and resolve some of the most complex and sensitive customer issues on Uber's platform, while ensuring customers are treated consistently, fairly and with empathy.
- Setting the strategy for how Platform Integrity support evolves globally, including how people, process, data, automation and AI come together to improve customer outcomes, reduce defects and risk, and create a more efficient and scalable operating model.
- Creating strong feedback loops between frontline operations and Product, Engineering, Data Science, Policy and Legal so that insights from customer interactions translate into better products, policies and upstream prevention.
- Leading a global organization across multiple integrity domains and driving clear accountability for strategy, execution, quality, regulatory compliance and business performance.
The role requires exceptional business judgment, strong operational and product instincts, deep experience leading large-scale organizations, and the ability to navigate complex tradeoffs across customer experience, risk, cost, regulatory requirements and platform integrity.
You will report into the VP of Customer Advocacy and Solutions. Your efforts will directly influence Uber's ability to protect customers and the platform while delivering fast, fair and high-quality support at global scale.
This is a senior leadership role with significant responsibility for organizational strategy, people leadership, executive stakeholder management, cross-functional decision making, operational performance and transformation.
What you'll do - 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.
Basic 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.
Preferred qualifications - Demonstrated experience leading large, complex global organizations and senior leaders across multiple functional areas.
- Proven ability to develop and execute multi-year strategies while maintaining strong operational performance.
- Experience managing highly complex customer or operational ecosystems with significant regulatory, reputational or business risk.
- Demonstrated ability to partner effectively with Product, Engineering, Data Science, Legal, Policy and Operations organizations.
- Strong executive stakeholder management and influencing skills, including experience aligning leaders with differing objectives and incentives.
- Experience leading Safety, Fraud, Identity, Compliance or other platform integrity functions at global scale.
- Experience designing or scaling AI, automation, self-service or agent-assist capabilities in customer operations.
- Strong understanding of quality assurance, auditability, governance and human oversight for high-risk operational decisions.
- Experience working in highly regulated environments and partnering closely with Legal, Compliance and Policy teams.
- High emotional intelligence and the ability to lead with empathy while maintaining a high bar for performance and accountability.
- Ability to create clarity where ownership or organizational boundaries are imperfect and move teams toward decisions without relying on excessive process or governance.
- List the items that may not be required, but are "nice to haves", which would make the candidate exceptional in this role
ResponsibilitiesFor New York City, NY-based roles: The base salary range for this role is USD $288,000 per year - USD $320,000 per year.
For San Francisco, CA-based roles: The base salary range for this role is USD $288,000 per year - USD $320,000 per year.
For all US locations, 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.
