Yazdan Unwala

Operations Associate

Gurugram, Haryana, India10 yrs 10 mos experience

Highly Stable

Key Highlights

Over eight years of experience in trust and safety excellence.
Expert in program management and training initiatives.
Proven track record in enhancing customer satisfaction.

Stackforce AI infers this person is a Program Management and Safety Operations expert in the SaaS industry.

Contact

yazdan.unwala@airbnb.com LinkedIn

Skills

Core Skills

Program ManagementSafety OperationsTeam LeadershipTrust & SafetySafety & Risk ManagementInvestigations

Other Skills

Coaching & MentoringCommunicationCrisis ManagementCross-Functional CollaborationIncident ManagementOperations ManagementPeople ManagementPerformance MetricsPerformance ReportingProcess OptimizationProject ManagementQuality ControlRoot Cause AnalysisSafetySafety Training

About

With over eight years at Uber, our team has driven trust and safety excellence through innovative program management and training initiatives. Currently leading the Safety Call Quality Program for approximately 100 agents across the INSA region, we focus on enhancing customer satisfaction and compliance by developing de-escalation strategies and conducting targeted coaching. Collaborating with cross-functional teams, we have optimized safety standards, streamlined processes, and enabled continuous improvements in customer interactions. Committed to operational efficiency and team development, our mission is to build scalable solutions that empower organizations and elevate service quality. Always seeking impactful challenges within program management and safety operations.

Experience

Airbnb

Supervisor

Aug 2025 – Present · 7 mos

Program ManagementTraining & DevelopmentProcess OptimizationStakeholder ManagementSafety Operations

Uber

3 roles

Program Specialist IV

Jun 2022 – Aug 2025 · 3 yrs 2 mos

Designed and currently managing the Safety Call Quality Program for ~100 agents across the INSA region.
Conduct review sessions, training initiatives, and coaching to enhance agent performance in handling critical safety reports.
Developed talking points and de-escalation strategies, ensuring maximum customer satisfaction and compliance with Uber’s trust & safety protocols.
Collaborate with cross-functional teams to drive continuous improvements in safety standards and customer interactions.
Key Skills: Program Management | Training & Development | Process Optimization | Stakeholder Management | Safety Operations

Team LeadershipOperations ManagementPerformance MetricsTrust & SafetyService-Level Agreements (SLA)

Team Lead

Promoted

Nov 2021 – Jun 2022 · 7 mos

Led a team of 15 Safety Investigations Specialists, tracking key performance metrics and driving operational excellence.
Managed underperformance cases proactively, ensuring smooth execution of daily operations while meeting critical KPI targets.
Worked closely with Trust & Safety and Compliance teams to implement data-driven process improvements.
Key Skills: Team Leadership | Operations Management | Performance Metrics | Trust & Safety | Service-Level Agreements (SLA)

Safety & Risk ManagementInvestigationsCrisis ManagementCross-Functional Collaboration

Senior Safety Specialist

Jun 2016 – Oct 2021 · 5 yrs 4 mos

Joined Uber as a Support Representative and quickly progressed to Senior Investigator, managing high-priority business-critical cases across India SA.
Partnered with Communications, Trust & Safety, Insurance, and Legal teams to ensure seamless case resolution.
Investigated complex safety incidents, providing data-driven insights for process improvements and risk mitigation.
Key Skills: Safety & Risk Management | Investigations | Crisis Management | Cross-Functional Collaboration

Communication

Amazon

Customer Service Representative

Apr 2015 – Jul 2016 · 1 yr 3 mos · On-site

Provided exceptionally high levels of customer service via live chat, email and phone (India). Provided SME support for Business Process Outsourcing (BPO) teams in Gurugram. Worked with cross functional teams which handled customer escalations for account deactivation and promotional assistance (North America)