Program Manager • Senior

Who you are

You have over 8 years of experience in program management, consulting, or corporate strategy, demonstrating a strong ability to lead initiatives that drive operational excellence. Your background includes working across diverse teams, ensuring that customer experience is at the forefront of your strategies. You possess excellent verbal, written, and visual communication skills, allowing you to develop impactful presentations for executive leadership. You thrive in collaborative environments, working closely with operations, sales, and product teams to create high-impact solutions that enhance customer support quality.

You have a deep understanding of customer experience, utilizing both quantitative and qualitative insights to inform your decisions. Your experience includes integrating support strategies across multiple markets, ensuring that service quality and long-term scalability are prioritized. You are adept at tackling operational changes and root cause issues, leveraging customer feedback to influence other functional teams and improve overall service delivery.

What you'll do

In this role, you will integrate Uber's support strategy for driver and fleet acquisition across North Asia, focusing on operational excellence and service quality. You will build and launch initiatives aimed at upgrading the support experience quality in Japan, South Korea, Taiwan, and Hong Kong. Your responsibilities will include undertaking market-based enablement projects and managing ad-hoc tasks such as business reviews and analytics. You will develop executive-level communications and presentations, ensuring that leadership is informed and engaged with the progress of your initiatives.

You will collaborate with various teams, including Operations, Sales, and Community Operations, to develop solutions that have a significant impact on customer experience. Your role will require you to develop a comprehensive understanding of customer needs and preferences, using insights to drive improvements in support operations. You will also be responsible for addressing day-to-day operational changes and identifying root causes of issues, leveraging customer feedback to build programs that enhance service quality.

What we offer

At Uber, you will be part of a dynamic team that is committed to setting the world in motion. We offer a collaborative work environment where your contributions will directly impact our growth in North Asia. You will have the opportunity to work on exciting projects that challenge you and allow you to grow professionally. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.