Program Lead - AV Delivery & Enablement

About the Role

The Global Community Operations organization provides support to Uber customers and various partners. We are seeking a highly motivated and experienced Autonomous Vehicles (AV) Delivery Program Manager to help manage our drone partners and new form factors or capabilities, define and optimize channel strategies, identify process improvement for the COE team, and implement new Standard Operating Procedures for AV Delivery where required. The successful candidate will be responsible for building world-class customer and partner support through leveraging existing support capabilities and defining unique, net-new autonomous vehicle needs.

What the Candidate Will Do

• Design & execute high-impact initiatives that define the support experience for AV delivery users
• Improve operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement rollouts
• Manage external AV partner relationships and reporting, identifying opportunities for defect reduction and continuous improvement
• Define, launch and scale support for new and existing partners across global markets
• Develop AV support operations procedures, issue workflows, policies and processes
• Optimize automated, self- service, and / or agent driven processes
• Work with tech partners to define technical requirements
• Develop customer, merchant, 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

• 5+ years' of professional work experience in a related field (operations, program management, consulting, strategy, or analytics)
• Bachelor's degree

• Strong track record in customer experience strategy or customer service environment
• SQL proficiency
• Advanced proficiency in Excel/Google Sheets
• 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
• Proven experience in working with diverse set of functions and stakeholders in complex organizational settings
• Prior industry knowledge or experience with Autonomous Vehicles
• Strong communication and presentation skills, including experience presenting data & insights to senior audiences
• Experience building deep, trust-based relationships with teams and cross-functional partners
• Experience building efficient processes that scale across a large organization