About the Role
At Uber, providing excellent customer support to our users is a core feature of our product experience. As a CX Program Manager you will be responsible for listening to users, understanding the root causes of painful customer experiences and helping to design solutions to reduce them, aiming to build a great experience for Eaters in the Delivery Business across different modalities (i.e. Automations,In-App Support, Phone, Chat, etc.). You will have a deep understanding of the goals of the business and seek to be a key ally to the Ops teams.
You will take a data driven approach to identify customer pain points and collaborate with the Operations, Product and CommOps teams to create new processes, or improve existing ones that detract from the customer experience.
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We are looking for a fierce customer advocate who is an excellent relationship builder, project manager, and process optimizer.
What the Candidate Will Do
- You will work closely with other internal members of the Community Operations team as well as other of our key partner groups like Operations & Product to build a strong customer-centric culture.
- Be the internal voice of the customer to continuously improve the experience, by identifying main customer pain points across their journey and prioritizing main opportunities.
- To design the support strategy, tickets resolution guidelines and KBs, DR and/or R&A strategy and improvements.
- Autonomously looking into data and turn it into meaningful product, support, and operational improvements
- Understand the goals and priorities of the business.
Provide insights from customer interactions to stakeholders to influence and facilitate decisions
What the Candidate Will Need
- Fluent in English and Spanish
- 3+ years of experience in Project Management experience: Experience managing multiple moving parts with resource constraints
- 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 strategic thinking and problem solving: Ability to create and optimize support processes in a practical manner
- 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
Preferred Qualifications
- High-growth operations experience
- SQL
- Customer support experience
- Six Sigma, Change Management, and/or Project Management certifications
- Experience working with remote or international teams
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.