About the Role
The Global Community Operations organization provides support to Uber customers and various partners. We are seeking a highly motivated and experienced Sr. Program Manager to be at the forefront of defining what great support looks like in the AV space — from optimizing channels and designing net-new SOPs to building scalable, future-ready processes.
This is an exciting opportunity to help shape the future of rider and partner support within Uber’s AV business, with multiple AV launches planned across the UK and Europe over the next couple of years. You’ll work closely with our external partners and cross-functionally with Ops, Product, and global and regional teams, leveraging Uber’s existing support infrastructure while driving the development of new capabilities tailored to the unique needs of autonomous vehicles.
What you'll do
- Work closely with our partners before, during, and after launch to ensure compliance with operational and support requirements, helping localize processes for each partner.
- Design & execute high-impact initiatives that define the support experience for AV Mobility users
- Improve operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement rollouts
- Develop AV support operations procedures, issue workflows, policies, and processes
- Develop customer, partner, and agent-facing content, including saved replies, help-articles and knowledge bases
- Develop escalation paths and procedures to ensure edge cases are addressed
- Generate insights for the business and product teams
Basic Qualifications
- 5+ years of professional work experience in a related field (operations, program management, support, consulting, strategy, or analytics)
- Ability to move and pivot quickly and thrive under pressure in a fast-paced, unstructured environment
- Strong problem-solving and business judgment
- Strong analytical and critical thinking skills with the ability to use data to develop strategies and make decisions quickly
- Advanced proficiency in Excel/Google Sheets
- Proven experience in working with a diverse set of functions and stakeholders in complex organizational settings
- Bachelor’s degree or equivalent experience
Preferred Qualifications
- Comfortable with high travel requirements and dynamic day-to-day responsibilities.
- Strong track record in customer experience strategy or customer service environment
- Strong communication and presentation skills, including experience presenting data & insights to senior audiences
- Comfortable with high travel requirements and dynamic day-to-day responsibilities.
- Experience building deep, trust-based relationships with teams and cross-functional partners
- Experience building efficient processes that scale across a large organization
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it 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.
