About the Role
As a Program Manager you will be part of two teams: the LatAm Mobility Rider Experience & the Global Customer Insights & Advocacy. Both teams are guardians of the customer experience and will be obsessed with knowing every detail around the E2E customer journey for specific issue types. You'll play a key role on our Global team to ensure that Community Operations - Uber's support organization - partners with the Product and Tech teams to integrate customer insights from support interactions into the product development process. He or she will ensure every aspect of our customer support processes are designed with our customers, and our budget, in mind - creating strategies for refunds and appeasements, defect reduction and experiential improvements etc. He or she will take a data driven approach to optimize our spend while identifying customer pain points and creating new processes, or improving existing processes.
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We are looking for a fierce customer advocate who is extremely data-driven, a great problem solver, an excellent relationship builder, project manager, and process optimizer. If generating insights using data is not your forte, this role probably isn't for you.
What you'll do:
- Map the end to end journey of our customers and identify pain points and opportunities - always with the CommOps scorecard, budget, and Ops' objectives in mind
- Lead customer-facing process improvement initiatives. Align and coordinate stakeholders in CommOps and Operations teams to execute these initiatives.
- Understand the goals and priorities of Commops KPIs - both operational and financial. Understand cost constraints and champion customer obsessed processes that support these goals.
- Provide insights from customer interactions to local stakeholders to influence and facilitate decisions
- Prepare product insights that drive business decisions and influence product roadmaps through our Global Voice of Customer program
- Derive actionable insights and assemble user journeys from our quantitative and qualitative support data
- Deep-dive into complex issues to identify root causes and potential solutions
- Optimize global CommOps processes to source, scope, and prioritize product requests from CommOps regional teams
- Establish and coordinate a network of regional CommOps to gather insights & investigate hypotheses
- Build and manage relationships with key partners in CommOps and Tech (Product, Product Ops, Engineering)
- Track and find opportunities to improve CommOps contribution to product development
Basic Qualifications
- The D(ecision) is with the Data - must be an analytical thinker with the ability to solve any problem in a structured way.
- Excellent strategic thinking and problem solving: Ability to create and optimize products and processes.
- Project and/or program management experience: Experience managing multiple moving parts with resource constraints, driving execution, and succinctly communicate complex topics
- Excellent stakeholder management skills: Experience in encouraging results in areas that aren't in your immediate responsibility. Keen understanding of the goals & priorities of your stakeholders
- Excellent communication skills: Ability to create and present decks and develop written communication pieces to engage stakeholders
- Excellent execution and high standards: You are someone who finishes what they start and keeps iterating until a process works flawlessly almost every time
- Customer obsession: You have a genuine passion for our drivers and riders and want to be a force for positive change in their touchpoints with Uber
- 100% Fluent in English required, fluent in Spanish or Portuguese depending on hiring location
- 3-6 years experience required
Preferred Qualifications
- High-growth operations or startup experience
- SQL
- Six Sigma, Change Management, and/or Project Management certifications
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 accommodations@uber.com.