Program Manager • Mid-Level

Who you are

You have a strong background in customer care and crisis communications — you've successfully managed sensitive issues and understand the importance of brand reputation in a fast-paced environment. Your passion for influencer management and social media is evident, and you thrive on providing exceptional service to users. You are a dynamic thinker who can spot potential problems before they escalate, ensuring that Uber's reputation remains intact. You enjoy collaborating with cross-functional teams and have a knack for improving efficiency in high-change situations.

You are comfortable rolling up your sleeves to address individual customer care issues, demonstrating your commitment to providing white glove attention to viral and influencer posts on social media. Your ability to work closely with communications and marketing teams allows you to serve as a frontline resource for issues surfacing on social media. You possess excellent communication skills and can articulate complex issues clearly to various stakeholders.

What you'll do

In this role, you will monitor social media for influencer and viral posts, responding promptly to ensure that Uber's reputation is protected. You will collaborate with the Regional Marketing and Crisis Communications teams to address any issues that arise on social media platforms. Your responsibilities will include providing detailed attention to customer interactions and ensuring that all responses align with Uber's brand values. You will also work on improving processes and strategies to enhance the customer care experience.

You will be expected to identify potential risks to the brand and develop proactive strategies to mitigate them. This involves analyzing social media trends and user feedback to inform your approach. You will engage with key stakeholders across Community Operations to ensure a cohesive response to any issues that may arise. Your role will be crucial in maintaining a positive brand image and fostering trust with Uber's user community.

What we offer

Uber offers a collaborative work environment where you can make a significant impact on the company's reputation. You will have the opportunity to work with a talented team dedicated to enhancing customer care and brand management. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in shaping the future of customer care at Uber.