Access and Growth CX Sr Program Manager

About the Role

At Uber, providing excellent customer support is a core feature of our product experience. As an Access and Growth Sr Program Manager, you will be responsible for ensuring the successful definition and end-to-end execution of high-impact strategic projects that seek to improve the customer experience for earners, enabling easier access to our platform and contributing to our overall business goals and to a better customer experience.

This role has a heavy focus on project management, customer experience, cross-functional collaboration, and continuous process improvements through collaboration, organization, and data analysis.

You will partner cross-functionally with Operations and Product teams, regionally and globally, to design and implement top-in-class support solutions. You will work closely with the support operation and will be accountable for delivering our support services through agents and technology.

You should have a strategic mindset, a strong data-driven approach, good time and stakeholder management, a creative and problem-solving attitude, and the ability to communicate and present information clearly.

What the Selected Candidate Will Do

• Define and implement key portions of the support strategy in the region to drive supply growth
• Build and improve current processes according to business priorities and identified opportunities
• Help implement a portfolio of new support solutions, collaborating strongly with our global partners
• Help Uber continue to build a strong customer-centric culture. Be the internal voice of the customer
• Provide insights from interactions to partners to influence and facilitate decisions
• Strengthen CommOps relationships with Ops, Product, and Global partners to prioritize efforts aligned with Company needs (long-term view

• English proficiency, and fluent in Spanish or Portuguese, depending on the hiring location
• 6+ years of experience in a similar role
• Project and/or program management experience. Managing multiple moving parts with resource constraints, driving execution, and succinctly communicating complex topics
• Proven track record in roles that involve ownership, decision-making, and managing complex product scopes
• The D(ecision) is with the Data - must be an analytical thinker with the ability to solve any problem in a structured way
• Excellent strategic thinking and problem-solving. Ability to create and optimize products and processes in a practical manner.
• Excellent stakeholder management skills. Experience in encouraging results in areas that aren't in your immediate responsibility. Keen understanding of the goals & priorities of your stakeholders
• Excellent communication skills. Ability to create and present decks and develop written communication pieces to engage stakeholders
• Excellent execution and high standards. You are someone who finishes what they start and keeps iterating until a process works flawlessly almost every time.
• Self-starter attitude and ability to exercise judgment and solve complex problems with autonomy.
• Customer obsession. You have a genuine passion for our drivers and riders and want to be a force for positive change in their touchpoints with Uber.
• Strong ability to negotiate, reprioritize, and manage trade-offs in a fast-paced environment.
• Comfortable working across global portfolios with international, cross-functional teams.
• Brings a solid level of seniority and maturity, able to align product efforts with strategic business goals.
• Ability to deeply understand and own a specific policy, becoming the go-to expert for it
• Expected to lead across the entire lifecycle of a policy: from strategy and design to implementation and iteration.

• Proficiency in SQL to independently extract and analyze data
• Sector Background: Experience in Management Consulting, Big Tech, or high-growth startup environments
• Methodology : Certifications in Six Sigma, Change Management, or Project Management (PMP)
• 3rd language: Spanish or Portuguese proficiency, depending on location
• Experience working in environments that are transitioning or focused on policy automation, including: Chatbots, Self-service platforms, and Hybrid scenarios involving agent support