Senior Regulatory Support Manager

About Uber

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.

About the Role

The primary responsibility of the Senior Community Operations Manager in ANZ Regulatory Support is to develop, operate, scale, and enhance our regulatory compliance operations for the ANZ region.

This role involves leading teams to achieve compliant outcomes and continuously improve processes, mitigating risks associated with operating within a regulated environment, passionately advocating for our community to influence the overall customer experience, and managing stakeholder relationships across the broader Uber organisation.

What the Candidate Will Need / Bonus Points

---- What the Candidate Will Do ----

Executional Excellence

1. Lead a team to deliver outstanding operational outcomes in line with agreed service level agreements, while respecting our regulatory obligations and ensuring that our team operates as efficiently as possible without compromising on quality.
2. Ensure that the team maintains accurate records and is audit-proof. This will involve six-monthly checks of all records in keeping with regulatory obligations.
3. Cascade regulatory insights and focus across teams in forums such as fortnightly sync and monthly business reviews.

Teamwork

1. Continue to build the team as our scope increases across the ANZ region. As we transform a key part of our operations from an emerging team to a more mature organisation, you'll take the lead in ensuring continuous improvement as the team scales.

Customer Centricity

1. Advocate passionately for all members of Uber's community and listen attentively to their feedback to positively influence interactions and provide actionable insights to the rest of the company that directly impact how Uber operates.

Stakeholder Management

1. Engage strategically with stakeholders, whether it's mega-regional general managers (GMs) and function leads to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams to enhance how we operate in cities in the ANZ markets.
2. Lead Regulatory audits, such as Point to Point and Work Health and Safety, liaising with key stakeholders, including legal, Safety Ops, Operations, and GMs, as well as external stakeholders like regulatory bodies.
3. Be the main POC and Subject Matter Expert (SME) with regulators when liaising on notifiables or RFIs, able to communicate with regulatory bodies, and answer ad hoc questions regarding operations at Uber. 

Problem Solving

1. Coordinate XFN on policy and process RFIs from regulators, including risk mitigation, safety management systems, and ad-hoc rideshare regulatory asks. Communicate this compliance with regulators using data, logic, and procedural handling.
2. Out-of-hours contact may be required on weekends and public holidays for the submission of time-critical notifiables to regulators. Furthermore, the ability to address agent inquiries and handle escalations is expected to ensure regulatory compliance and meet SLA metrics.

---- Basic Qualifications ----

1. Project management: handling sophisticated, multifaceted projects from beginning to end. Has experience running cross-functional projects and a large, complex web of partners, powered by analytical insights.
2. People management: A proven track record of strong team leadership and people management
3. Stakeholder management & communication: skills across an array of both internal and external stakeholders; exceptional written and verbal communication skills across multiple functions and teams - a natural storyteller and consensus builder
4. Go get it attitude: whether in a startup, bank, consultancy, or corporate setting, someone who loves inspiring change in a fast-paced environment.
5. Regulatory literacy: Demonstrated ability to navigate complex regulatory environments and conversations
6. Time management: Demonstrated ability to balance competing priorities

---- Preferred Qualifications ----

1. Technology-driven and data-minded: coming from a background where technology has driven the workflow. Able to utilise technology effectively to make life easier. Has the ability to use data to inform and support critical decisions
2. Continuous improvement: Experience with optimisation, processes, systematic organisation, and program/project management; having experience in a support organisation or for organisations known for exceptional customer support is a plus, but not required.
3. SQL proficiency