Uber Trust & Safety: Building the Safety Ops Playbook
Team-built playbook
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BPO-ready at 12 months
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Labeling + escalation system
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Weekly insights loop
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Team-built playbook | BPO-ready at 12 months | Labeling + escalation system | Weekly insights loop |
The Challenge
When Uber began scaling its platform operations, there was no standardized system for handling the flood of safety events and user concerns coming through social media and email—spanning onboarding issues, trust and safety incidents, financial disputes, and everything in between. The challenge was to build a classification and resolution framework rigorous enough to operate at volume, repeatable enough to hand off to global partners, and flexible enough to apply to entirely new product lines.
My Approach
Day-to-Day Ops Execution: Worked as part of the core team handling high-volume inbound concerns and safety inquiries, ensuring issues were consistently labeled and routed through the right escalation paths.
Labeling + Escalation Design: Helped develop the procedures for classifying concerns, escalating to the appropriate owners, and documenting how issues should be resolved across channels.
Weekly Insights Loop: Contributed to the team’s weekly review cadence—using labeled data to spot patterns, identify operational pain points, and propose improvements to the playbook.
Cross-Functional Input (via Lead): Supported the alignment work by packaging frontline trends, examples, and insights so my lead could take them to Product, Engineering, and Policy partners for decisions and buy-in.
Impact & Results
Zero to One in 12 Months: Within a year, our team established a robust foundation for a safety operations playbook covering multiple concern types across the platform.
Scaled to BPO: The playbook reached a level of maturity and reliability that Uber transitioned full execution to BPO partners in Manila, the clearest possible signal of operational quality.
Repeatable Model for New Work: The playbook approach became a reusable template directly adopted by Uber's Micromobility and Uber Health incubation teams, establishing a repeatable zero-to-one framework for future product launches.
Key Competencies Demonstrated
Trust & Safety Operations Playbook Development Operational Excellence Quality Signals Process Design & Documentation Cross-Functional Collaboration Zero-to-One Build
