Head of CommOps Regulatory Operations, EMEA - Amsterdam, Nederland - Uber

Beschrijving

About EMEA Community Operations

Community Operations (CommOps) is groundbreaking how Uber interacts with users around the globe. We support all Uber business lines and propositions (Mobility verticals like Rides, Hailables; Delivery verticals like Eats and Grocery, and specific propositions like Uber for Business) and cover a broad range of activities including customer service, platform safety, new partner onboarding, sales, compliance and account management.

In EMEA, we lead these activities in 30+ countries and in 20+ languages, in large scale and highly nuanced market environments and operational complexity. We are extremely proud of being the most geographically diversified team in Uber, and welcome you to be part of our strong, diversified and inclusive team

About the Role

In the CommOps Regulatory Operations team, we build trust with customers and enable business growth for Uber, by delivering on all regulatory requirements and needs for the business while maintaining optimal support experience.

We're seeking a Head of CommOps Regulatory Operations, EMEA to both drive continuous improvement of operations and customer experience leading a team exclusively focused on meeting a variety of regulatory requirements and personally lead a number of cross functional commops programs to support regulation operationalisation.

You'll partner with a variety of functional stakeholders and combine analytical rigor and thought leadership to drive improvements in regulatory or support operations and product/tool feature roll out, etc. You are thorough in all you do, and see every process and product roll-out in a user-friendly, efficient, and compliant way.

What You'll Do

• Risk Mitigation and Action Delivery: Proactively work to mitigate risks and ensure timely delivery of actions, overseeing the entire process from inception to approval.
• Stakeholder Collaboration: Facilitate and lead communication efforts to gather input and consensus from stakeholders across multiple teams and regions. Align these diverse groups on complex roles, responsibilities, and nuanced requirements.
• Program Management: Lead complex program to enhance our costumer experience.
• Global/Regional Regulatory Reporting: Collaborate with various business groups to design, implement, and manage regulatory reporting on a global scale. Develop strategic partnerships across Community Operation and the business to support the implementation of key initiatives.
• Process Improvement: Identify opportunities for enhancing Community Operation processes to better align with regulatory requirements and drive continuous improvement in cost, quality, and customer experience.
• Regulatory Strategy: Design and implement regulatory operation strategies and provide crucial regulatory support and insights to drive compliance in partnership with relevant stakeholder / policy owners.
• Data Management: Collect, collate, and prepare data for registration submissions, assembling submission packages for regulatory agencies.
• Regulatory Impact Assessment: Assess the impact of new regulations and guidance on Community Operations, ensuring proactive compliance.
• Project Execution: Lead the execution of various projects, including product/tool rollouts, policy/process updates, and the establishment of new regulatory operation teams.
• Metric Development: Proactively develop new metrics to identify trends, generate valuable data and insights, contributing to the overall success of the team.
• Effective Governance: Develop and implement effective governance strategies to address complex cross-functional challenges.
• Risk Management: Maintain a proactive approach to identify and mitigate risks, ensuring the team's operational stability.
• Stakeholder Influence: Establish expertise, credibility, and a reputation for reliability with cross-functional stakeholders. Use this influence to bridge gaps in existing processes and policy frameworks and develop scalable solutions.
• Resource Management: Ensure that the team is adequately resourced to maintain Regulatory Systems compliance with industry standards. This includes managing headcount, expertise, and external resources as needed.
• Reporting and Meetings: Prepare status and regulatory reports and conduct meetings to follow up on issues, ensuring effective communication and accountability.
• Ad-Hoc Requests: Execute ad-hoc, non-routine requests with efficiency and effectiveness.

Basic Qualifications

• 8+ years, hands-on management of regulatory operation functions that included combinations of the following: large scale payment support or payment compliance operations, analytics, project management in highly dynamic and complex organization.
• Experience designing, implementing and leading the regulatory function for an organisation operating in a highly regulated, and ideally tech-led, industry (e.g. payments, gambling, e-commerce)
• Knowledge and experience of best practice compliance and governance frameworks, methodologies and emerging practice, compliance monitoring and risk assessments in the context of a tech org operating in a highly regulated industry
• Passionate about growing a strong and productive global/EMEA regulatory operations organization;
• Proven leadership and program management experience;
• Strong computer skills, project management skills, and a high attention to detail; and.
• Ability to question the status-quo paired with strong organisational skills, in order to meet tight deadlines

Preferred Qualifications

• Ability & track record to bring to life complex processes and operations in a sound and structured way.
• Ability to operate confidently at Board level, ranging from thematic review of regulatory performance to walking the Board through complex technical issues and solutions
• Audit and/or process improvement experience would be an asset
• Strong collaboration and influencing skills, adept at working within a matrixed organization and experienced leading cross-functional projects (including product and engineering teams in the US)
• Exceptional leadership capability - able to motivate, inspire and develop a high performing regulatory team within a dynamic, fast paced and at time challenging environment
• The ability to work with ambiguity and lead innovative solutions and optimisations while building consensus across a large set of stakeholders.
• A structured problem solver with phenomenal analytical skills, who can see around corners, predict possible roadblocks and adapt quickly to changes in policy, process and business priorities with demonstrated project management experience
• Comfortable working in a geographically distributed and cross-functional, multinational environment

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world 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