Uber
Community Operations and Process improvement
Uber’s history started when Travis Kalanick and Garrett Camp found themselves stuck in Paris on a snowy evening, unable to find a taxi. They asked themselves: “What if you could request a ride simply by tapping your phone?”. Uber now has over 118 million users globally, with 3.5 million drivers revolutionising the way people move around their cities.
The Community Operations teams role is to ensure that passengers and drivers are upholding the community guidelines, with safety being the teams highest priority. We built a robust escalation process to help identify the severity of community claims that were submitted. Conducting extensive investigations and consulting high level stakeholders on action that can be taken.
Worked on a project to better document accidents and insurance claims. Solving over 250 cases and helping the Uber driver community with understanding what Uber can and cannot cover.
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Performed in-depth investigations for high tier critical incidents. Conducted research on media cases that had limited information by manipulating GPS data to locate the incidents.
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Worked with high level business leaders to determine the outcome of cases.
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Re-designed content for accident and insurance claims process.
