About the Role
The Global Community Operations organization provides support to Uber Customers and various partners. We are seeking a highly motivated and experienced Autonomous Vehicles (AV) Program Leader to develop and implement Standard Operating Procedures for AV Delivery. The successful candidate will be responsible for building world-class customer and partner support through leveraging existing support capabilities and defining unique, net-new autonomous vehicle needs.
What You'll Do
- Develop AV support operations procedures, issue workflows, policies and processes
- Determine automated, self-service, and / or agent driven processes
- Work with tech partners to define technical requirements
- Develop customer, merchant, partner, and agent facing content including saved replies, help-articles and knowledge bases
- Develop escalation paths and procedures to ensure edge-cases are addressed
- Oversee implementation of the operations working with CommOps, Business and Tech partners
- Generate insights for the business and product teams
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Basic Qualifications
- Minimum 6+ years of experience in operations, program management, consulting or corporate strategy with excellent program management and organizational skills
- Minimum 4+ years of experience in support operations
Preferred Qualifications
- Deep experience and expertise in developing processes for support operations
- Demonstrated ability to thrive in high-pace environment brining structure to new problems and concepts
- Outstanding communication and stakeholder management skills
- Excellent analytical skills, with ability to recommend and make data based decisions
- Knowledge of Uber customer support operations
- Experience working with large and distributed global teams
- Experience in the AV industry
- Bachelor's Degree
For San Francisco, CA-based roles: The base salary range for this role is USD$152,000 per year - USD$169,000 per year.
You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
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.