About the Role
At Uber, we are committed to building a platform that is safe, fair, and trusted by millions of users globally. Within
Community Operations (CommOps) , the
Platform Integrity team plays a critical role in upholding these standards.
We are looking for a
Global Consumer Actioning Lead to drive step-change improvements in the
quality, consistency, and fairness of consumer actioning support . This role will focus on uncovering deep consumer insights, identifying systemic gaps in actioning support handling, and partnering cross-functionally to design scalable, data-driven solutions.
You will operate at the intersection of
policy, operations, product, and data , ensuring that how we support action taken on consumer accounts is accurate, equitable, and aligned with Uber's commitment to fairness and user trust.
What You'll Do
Drive Consumer Insight & Problem Identification
- Analyze consumer-specific data, signals, and feedback to identify trends, pain points, and risks in actioning decisions
- Surface root causes of quality and fairness issues, with a focus on high-impact global problems
Improve Actioning Quality & Consistency
- Define and standardize frameworks to improve decision accuracy and support handling consistency across regions
- Partner with operations teams to embed best practices into global workflows
Advance Fairness & Platform Integrity
- Develop and monitor metrics to assess fairness, bias, and user impact in actioning
- Collaborate with Policy and Platform Integrity partners to ensure decisions align with Uber's global standards
Lead Cross-functional Initiatives
- Work closely with Product, Policy, Data Science, and Engineering to influence tooling, automation, and roadmap priorities
- Translate insights into scalable solutions, including product or process changes
Program Leadership & Execution
- Own and drive global program focused on improving consumer outcomes
- Prioritize effectively in a fast-paced, ambiguous environment
Communicate Impact
- Deliver clear, data-driven narratives to senior leadership
Build reporting mechanisms and dashboards to track improvements in quality and fairness
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Basic Qualifications
- 5+ years of experience in operations, analytics, trust & safety, policy, or related fields
- Strong analytical and problem-solving skills with the ability to translate data into actionable insights
- Experience driving process improvements at scale in a global environment
- Proven ability to manage cross-functional stakeholders and influence without authority
- Excellent written and verbal communication skills
Preferred Qualifications
- Experience in Trust & Safety, risk operations, or platform integrity domains
- Background in consumer-facing platforms, marketplaces, or tech companies
- Familiarity with fairness, bias mitigation, or responsible AI principles
- Experience working with data tools (e.g., SQL, dashboards, experimentation frameworks)
- Experience influencing product or policy decisions through insights
- A strong consumer-first mindset with a passion for fairness and trust
- Ability to connect the dots across data, policy, and operations
- Comfort navigating ambiguity and solving complex, systemic problems
- A balance of strategic thinking and hands-on execution
- High ownership and a bias toward action
Why This Role Matters
This role is central to ensuring that how Uber takes action on consumer accounts is
fair, consistent, and scalable globally . Your work will directly impact user trust, platform integrity, and the overall consumer experience at Uber.
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