Program Manager • Mid-Level

Who you are

You have a strong background in project management and customer experience, with a proven track record of executing high-impact strategic projects. Your ability to collaborate cross-functionally with various teams, including Operations and Product, allows you to design and implement effective support solutions that enhance the customer experience. You are data-driven and can analyze customer interactions to identify pain points and opportunities for improvement. Your organizational skills enable you to manage multiple projects simultaneously while keeping the focus on the overall business goals.

You understand the importance of aligning project objectives with operational and financial KPIs, ensuring that all initiatives are customer-obsessed and cost-effective. Your experience in leading process improvement initiatives demonstrates your commitment to driving incremental supply and enhancing the overall customer journey. You are comfortable working in a fast-paced environment and can adapt to changing priorities while maintaining a focus on delivering results.

What you'll do

In this role, you will be responsible for mapping the end-to-end journey of earners and identifying pain points that need addressing. You will lead customer-facing process improvement initiatives, coordinating with cross-functional stakeholders to execute these initiatives effectively. Your insights from customer interactions will be crucial in influencing local stakeholders and driving improvements in the customer experience. You will also be accountable for delivering support services through agents and technology, ensuring that the solutions implemented are top-in-class.

You will work closely with the support operation to understand the goals and priorities of CommOps KPIs, both operational and financial. Your role will involve championing customer-obsessed processes that align with these goals while managing budget constraints. You will continuously seek opportunities for process improvements and collaborate with various teams to implement these changes.

What we offer

Uber provides a dynamic work environment where you can make a significant impact on the customer experience. You will have the opportunity to work with talented professionals across different teams, contributing to the overall success of the company. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in our mission to enhance the customer experience for earners and drive growth for Uber.