Program Leader - Global Identity

About the Role

The Operations Leader, Global Identity is a strategic and operational leader responsible for the development, continuous improvement, and delivery of top-quality identity operations via the following programs:

• Identity Verification & Document Operations: the team that verifies earners and riders through SSN verification, document and photo checks, vendor (IDVP) flag reviews, and driver-inclusion programs, so that only verified, eligible people operate on the platform
• Identity Fraud & ID-Theft Operations: the specialist pillar that investigates account sharing, ID theft, and 1099/ID-theft deactivations through ongoing Sherlock queues and targeted fraud reviews, with a focus on higher-risk cases and regulatory exposure
• Review Center & Deactivation Appeals: the team that adjudicates identity and quality appeals and deactivation reviews, applying human judgment to verify AI-assisted and automated recommendations and to keep outcomes fair, accurate, and compliant
• Identity Analytics, Automation & Incubations: the analytics and process-incubation arm that builds queue, SLA, and fraud-rate reporting, evaluates GenAI tools, and pilots new identity-risk workflows until they are ready to scale or transition to lower-cost teams

This leader will partner closely with Global Identity Product, Policy, Safety, Legal, and Compliance teams to understand evolving fraud patterns and regulatory requirements and help create operating plans to meet them. They will motivate a team of global people managers and individual contributors across multiple sites to consistently deliver against KPIs and business goals. They celebrate wins and quickly act on opportunities. The Operations Leader, Global Identity is risk-aware, data-driven, and comfortable leveraging analytics, automation, and AI to develop creative solutions that strengthen trust on the platform.

What You’ll Do

• Lead and motivate teams (including Team Leads, Risk & Compliance Specialists, Program Specialists, and Data Analytics Specialists) to deliver on KPIs within a time-sensitive, high-volume, and dynamic environment
• Uphold top-quality identity operations through the measurement of queue SLA, backlog, decision accuracy, fraud and reversal rates, and adherence to a rigorous quality assurance framework
• Identify opportunities within queue, quality, and appeals data and create strategies to improve outcomes and reduce cost over time
• Develop direct reports (Team Leads, Service Team Leads, Program Managers) into high-performing people and process managers through coaching, calibration, and clear career pathways
• Leverage data and work with cross-functional business partners to determine areas of opportunity and design continuous improvement and automation strategies
• Integrate the efforts of teams across multiple sites and shifts to attain service level, quality, and regulatory requirements
• Ensure clarity around priorities, goals, and metrics
• Assist cross-functional stakeholders by acting as the face of Identity Operations in planning, regulatory, and partner conversations
• Lead monthly business reviews with appropriate stakeholders to review successes and align on opportunities and action plans; deliver reliable and actionable insights
• Evaluate GenAI and automation tools in operational workflows, and own the feedback loop with product and engineering partners
• Create an inspiring and inclusive culture that enables people to do their best work
• Secure the resources needed to help your team meet business objectives

Basic Qualifications

• Minimum 5 years of professional experience in operations, risk, compliance, fraud, trust & safety, or a similarly high-volume, process-driven environment
• Minimum 2 years of experience leading teams or managing people managers in an operational setting. 
• Bachelors degree or equivalent work experience

Preferred Qualifications

• 8+ years of professional experience in operations, risk, compliance, fraud, trust & safety, or a similarly high-volume, process-driven environment
• 4+ years of experience managing managers and leading large teams
• Experience in identity verification, fraud operations, or regulatory compliance, driving an evolving operating strategy
• Advanced analytical skills with a high degree of comfort using spreadsheets and dashboards
• Hands-on experience with Python, Apps Script, or other automation.
• A demonstrated ability to set team goals, develop people to their highest levels of performance, and manage through challenging situations
• Excellent attention to detail and project management skills
• Outstanding written and verbal communication skills, including the ability to present effectively in front of peers and senior leadership
• Comfort with ambiguity and change
• Knowledge of Lean, Six Sigma, and Kaizen methodologies
• Familiarity with project management and workforce management methodologies
• Experience managing teams across multiple sites or time zones, including offshore or BPO partners
• Familiarity with AI-assisted workflows and evaluation of automated decisioning
• Entrepreneurial spirit: you have the drive to continue building and improving all processes
• Track record of process incubation, from pilot to scale

For Phoenix, AZ-based roles: The base salary range for this role is USD $130,000 per year - USD $144,000 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.