Program Manager • Lead

Who you are

You have a proven track record in strategic planning and governance, with experience leading regional business planning and reviews. Your ability to partner with global teams to elevate market insights and ensure follow-through on action items is essential. You are adept at optimizing financial performance and have a strong understanding of cost-effectiveness levers. You thrive in cross-functional environments, acting as a strike lead to course-correct performance and meet financial targets.

Your expertise in defect reduction is evident as you lead cross-market programs to minimize customer defects. You utilize data-driven insights from operations and product teams to eliminate systemic friction, ensuring a seamless experience for users. You have a knack for architecting ideal agent footprints and channel mixes, collaborating globally to leverage efficient service models and right-size field operations.

You are skilled in developing frameworks to measure the ROI of rider and driver policies, maximizing the impact of refund and appeasement spending while closing loopholes in fraud and abuse detection. Your focus on systemic efficiency allows you to eliminate duplicative costs by refining automation, phone routing, and escalation paths, driving the adoption of scalable tools.

What you'll do

In this role, you will lead the charge on efficiency within the Mobility Customer Experience team, tackling fraud and operational waste. You will directly reallocate recovered resources toward initiatives that drive superior support quality. Your responsibilities will include leading regional business planning and reviews for APAC leadership, ensuring that financial performance is optimized and targets are met.

You will spearhead cross-market programs aimed at reducing customer defects, leveraging data-driven insights to eliminate friction points. Collaborating with global teams, you will architect the ideal agent footprint and channel mix, ensuring that service models are efficient and field operations are appropriately sized.

Your role will also involve developing a robust framework to measure the ROI of policies affecting riders and drivers, maximizing the impact of spending while addressing fraud and abuse. You will focus on systemic efficiency, refining processes to eliminate duplicative costs and drive the adoption of scalable tools across the organization.

What we offer

At Uber, you will be part of a dynamic team that values high-quality service and operational efficiency. We offer a collaborative work environment where your contributions will directly impact the support experience for millions of riders and drivers. You will have the opportunity to work in a role that is critical to the success of our Mobility Customer Experience team, with a focus on strategic initiatives that drive growth and efficiency.