About the Role
As the Global Reliability Program Manager for Uber Shuttle, within our Community Operations team, you manage and optimize our Reliability Shuttle Customer Operations by a) building high-quality and reliable customer success channels for Fleet partners and b) partnering closely with our safety, risk, and compliance teams to improve customer experience for supporting these areas.
You will advance initiatives throughout the Shuttle program by steering interdepartmental and cross-functional teams to integrate process and technology improvements, as well as work closely with external partners to stay up to date with the newest trends and launches.
You'll need excellent partner management, organizational, and problem-solving skills and the ability to communicate clearly and present information to seek agreement.
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The role is centered on continual improvement, impactful communication and high-quality deliverables. It requires somebody highly versatile and well-rounded, who can create and drive strategy but also roll up their sleeves and get their hands dirty. Given that this is a global role you will work across geographies (and timezones) to ensure success. Some travel should be expected when needed.
What the Candidate Will Do
- Set the strategy for, and deploy, the Reliability customer support outsourcing program from scratch, including building several teams to perform specialized functions throughout the customer journey (i.e. inbound support and outbound campaign management)
- Collaborate closely with the Supply, Safety, Compliance, and Risk verticals to develop Uber Shuttles reliability support strategy and build scaled operations to service the needs of our customers.
- Improve operational performance by using a data-driven approach for issue identification, root cause analysis, and improvement rollouts.
- Create actionable, specific metrics for the HCV support program
- Inform the creation of performance dashboards to track success and own regular updates on performance vs goals to key partners
- Provide project updates and gain team alignment on initiatives to ensure they are connected to the larger Community Operations goals; ensure projects are properly defined and scoped with charters that include well-written problem statements, baseline data, and quantifiable goals.
- Be the source of knowledge to train, educate, and answer questions from project managers, product managers, Customer Service Representatives (CSRs), Premium Support Specialists (PSSs), or other organisational teams.
- Leverage specialists within the Community Operations Department to develop, maintain, QA, build content and prepare training material for Customer Service Representatives (CSRs) to ensure operational excellence.
- Be on the forefront of trends impacting the HCV support program.
Basic Qualifications
- 5+ years of professional experience, ideally in operations, customer support, consulting, engineering, or analytics.
- Operational horsepower - the ability to implement quickly and seamlessly and drive through complexity to outcomes.
- Experience with process optimization, program management, customer support strategy or quality assurance.
- Experience handling cross-functional projects powered by data-driven insight.
- Persuasive written and verbal communication skills across diverse functions and teams.
Preferred Qualifications
- Experience building efficient processes that scale across a large organization.
- Self-motivated with a strong affinity for vision setting, strategic problem solving and driving action.
- Demonstrated success in uncovering data to inform customer focused decisions.
- Lean Six Sigma or process excellence experience.
- Strong analytical skills - the ability to dig into datasets to extract meaningful and compelling insights. Bonus points for SQL experience.
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.