Program Leader, Autonomous Vehicles (AV) Support Operations - EMEA CommOps

About the Role

We are seeking a seasoned and strategic Program Leader to spearhead our Autonomous Vehicle (AV) support operations in EMEA. This senior leadership role is critical to shaping the future of AV support at Uber, requiring a professional with a proven track record in high-stakes, live support environments. You will be responsible for not just building, but strategically scaling and optimizing our support infrastructure for AV riders, ensuring unparalleled accuracy and service excellence.

As a key leader, you will go beyond foundational setup; you will define the long-term vision for AV support, driving a culture of precision, continuous improvement, and deep domain expertise. This position demands a leader who can navigate the complexities of emerging AV technology, manage sophisticated cross-functional relationships, and mentor a team to perform with exceptional accuracy.

We are looking for an expert in operations management who thrives in a dynamic, live support setting and is passionate about building a best-in-class service organization for a revolutionary technology.

What you'll do

Strategic Operations & Leadership

1. Architect & Scale: Design and execute the long-term strategy for scaling AV support operations, moving beyond initial setup to optimize for efficiency, quality, and future growth.
2. Drive Performance Excellence: Establish and enforce rigorous, accuracy-focused performance standards and SLAs tailored to the unique demands of live AV support.
3. Develop Leaders: Recruit, mentor, and develop a high-caliber team, including Team Leads, fostering a culture of ownership, accountability, and subject matter expertise.
4. Strategic Resource Management: Lead strategic workforce planning, forecasting, and resource allocation to ensure the team is equipped to handle evolving AV operational complexities and volumes.

Service & Experience Innovation

1. Champion Rider Trust: Act as a senior advocate for the rider, leveraging deep data analysis and qualitative feedback to identify and eliminate friction points within the AV experience.
2. Innovate Support Solutions: Develop and implement cutting-edge support strategies that enhance service quality, with a strong emphasis on maintaining high accuracy and achieving first-contact resolution for complex on-trip AV issues.
3. Cultivate Deep Expertise: Become a central authority on AV operations and support protocols, guiding the team through ambiguous scenarios and serving as a key resource for global stakeholders.

Cross-Functional Influence & Partnership

1. Build Strategic Relationships: Forge strong, collaborative partnerships with senior stakeholders in Product, Engineering, and Safety teams to ensure support capabilities are co-developed with AV technology.
2. Translate Insights into Action: Create and manage robust feedback loops that deliver critical operational insights to technical teams, directly influencing AV product enhancements and support tool development.
3. Lead Complex Problem-Solving: Spearhead initiatives to resolve systemic, high-impact challenges unique to the AV support landscape, employing structured methodologies to drive lasting improvements.

Basic Qualifications

1. Experience: Minimum of 10+ years of experience in operations management, with a significant portion within a fast-paced, high-stakes technology or customer support environment.
2. AV or Relevant Tech Exposure: Demonstrable experience working in environments focused on autonomous vehicles, robotics, or other emerging, complex technologies is required.
3. Live Support Expertise: Proven track record of managing teams in a live, real-time support setting (e.g., inbound phone, incident response, dispatch operations) where immediate and accurate responses are critical. Asynchronous (email/ticket) support experience alone is not sufficient.
4. High-Accuracy Operations: Experience in a role where maintaining exceptionally high accuracy and quality standards was a core performance metric and responsibility.
5. People Management: At least 5 years of direct people management experience, with a proven ability to develop both individual contributors and junior leaders.
6. Operational & Strategic Acumen: Expertise in scaling operations, driving efficiency, and translating high-level business goals into tactical execution plans.
7. Leadership Agility: Ability to be 'hands-on' and go deep into operational details, policies, and processes while also zooming out to set the long-term strategic vision.
8. Advanced Problem-Solving: Superior ability to structure and solve complex, ambiguous problems with a data-driven approach.
9. Stakeholder Influence: Exceptional communication and stakeholder management skills, with the ability to influence and align senior cross-functional partners and executives.
10. Data-Driven Decision Making: High proficiency in using data and analytics to drive insights, forecast trends, and make informed strategic decisions.
11. Resilience & Agility: Demonstrated ability to lead effectively under pressure in a dynamic, rapidly evolving industry.

Preferred Qualifications

1. Advanced degree in Business, Operations Management, or a related field.

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.

Client-provided location(s): Krakow, Poland

Job ID: Uber-152001

Employment Type: FULL_TIME

Posted: 2025-12-17T00:33:31