About the Role
The Program Manager, Policy Harmonization will be part of Global Standards (GS) within the Global Digital Experiences (GDX) team. GDX is part of Community Operations (CommOps), and partners closely with Customer Obsession products on the delivery of all customer support products and tech. GS's mission is to enable Global-First support tech through standardization, quality, and simplicity.
A key program within GS is Policy Harmonization (known as OneUberOnePolicy), which is charged with removing unnecessary variation from support policies. Globally harmonizing and simplifying our policies will unlock significant efficiencies for the business, including new automation opportunities, simplified content maintenance, and ability to experiment and scale innovative tech, such as GenAI, globally.
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The role requires strong process design experience, excellent stakeholder management, and the ability to clearly articulate and present information for stakeholders at all levels of the business. You are an analytical, methodical but creative thinker and have to love large multi-partner initiatives that require you to innovate, lead, influence, and think both strategically and tactically.
What will you do
- Design globalized, future state support processes that are automation-ready
- Work cross-functionally to solicit feedback from business stakeholders on the proposed process design and user experience
- Collaborate with Product Managers to figure out technical feasibility of the proposed future state support processes
- Program manage completed, in-flight and upcoming work to a challenging stakeholder audience
- Be the authority in the room on proposed workflows down to the most intricate details while simultaneously understanding how the manual processes are performed today
- Mentor and grow junior team members in the areas of process harmonization, process improvement, Process Mining and program management
- Extensive data analysis and data mining as vital to identify root cause issues, develop action plans, measure impact of actions taken, and adjust as necessary to ultimately solving the problem (no matter how large or small the scale)
- Demonstrate Process Mining techniques to identify use cases for efficiency improvement and also set up the culture of process improvement
Basic Qualifications
- Minimum of 5 years of professional experience with a background in process improvement, project management, strategy, product operations, or management consulting
- Experience with structured problem solving
- Outstanding communication and organisation skills
Preferred Qualifications
- Knowledge of process mapping tools like lucidcharts, visio etc
- Experience with Process Mining Tools like Celonis, Tableau
- Strong and structured communication skills, with exceptionally strong stakeholder management skills and ability to influence
- Fast learner with a bias for action
- Positive attitude and resilience, with the ability to get things done
- Experience leading multiple cross-functional initiatives with a product or technical focus
- Highly organized with strong project and program management skills
- Track record of balancing analytical critical thinking with quick decision-making, organizational change, timely execution, building and continuously improving processes and programs supporting multiple partners with often conflicting priorities
- Data-driven mentality and strong business judgment. Able to analyze the data, pull key insights, and tell a compelling story
- Experience in service-industry or customer support with an obsession for delivering great customer 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.