Senior Program Manager, Courier Experience and Support Operations - EMEA Delivery CommOps
About the Role
At Uber, providing excellent customer support to our users is a core feature of our product experience. For the Uber Eats space, we must maintain that level of customer service while scaling to meet the needs of a new and rapidly growing business, whether it be a leading market or a country we are just entering.
As a Senior Program Manager for the EMEA Courier CX team, you will lead projects that enhance the overall quality of Courier customer support across the mega-region, influencing other markets and collaborating on solutions ranging from city to global scales. This role will be responsible for building world-class customer support by leveraging existing support capabilities and defining unique, net-new processes and policies.
Your mission? Design and implement Courier support experiences that are seamless, scalable, and efficient - from onboarding to long-term engagement on the platform. You'll work cross-functionally with local, regional, and global stakeholders (CX, Ops, Marketing, Marketplace, Product), play a key role in shaping EMEA and Global programs, and support the launches of AI-powered tools and emerging technologies.
What will you do
1. Design & execute high-impact, cross-functional initiatives that define the courier support experience, optimising automated, self-service and/or agent-driven channels, improving quality, efficiency and experience
2. Identify and prioritise the most impactful opportunities within a broad set of potential initiatives, using data, customer insights, and operational metrics to focus resources where they matter most
3. Project manage key regional and cross-functional initiatives - you'll be the go-to person for Courier experience enhancements, premium support models, and new product launches, across existing and yet-to-be-launched markets
4. Improve operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement identification
5. Collaborate with Ops, Risk, Tech, and CX teams across EMEA and other mega regions to design, launch and iterate on support initiatives and products that balance business impact and customer satisfaction
6. Navigate a complex, matrixed environment to influence cross-functional, global, and regional stakeholders; building alignment, resolving competing priorities,s and driving execution on key Courier Operations initiatives
7. Test, measure and scale initiatives and projects, taking a strategic lens to determine where and how launches should take place
8. Be the voice and advocate for Couriers within the organisation and promote a customer-centric culture
9. Build a scalable governance model that connects regional operations with global strategy, ensuring consistent standards, data-driven decisions, and effective cross-functional collaboration
Basic Qualifications
1. At least 5+ years' relevant experience: in Customer Experience, Program Management, Operations, or Support Enablement, preferably in a fast-paced, tech-driven environment
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2. Data-driven and analytical approach: you can turn raw data into a clear analysis and utilise numbers to tell a story or build a strategy. You know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way. Advanced proficiency in Excel/Google Sheets
3. Strong working knowledge of performance metrics: you've used data to guide strategy, prioritise roadmaps, and assess results
4. Self-starter & program manager: you can structure a project from scratch, understanding the challenges and opportunities with limited leadership direction, and you are cool and calm under pressure
5. Excellent stakeholder management & teamwork: you build trusted and strong working relationships with cross-functional stakeholders. You can work as part of a small, lean team, as a key contributor, and you work well with everyone around you to achieve great results
6. Balance of strategic vision and operational rigour: you're equally comfortable with long-term planning and rapid execution
7. Natural problem-solver: you're naturally curious, show analytical and critical thinking and are resilient in navigating ambiguity or competing priorities. You have a proven ability to lead complex, cross-functional initiatives that deliver measurable impact at scale
8. Strong communicator and influencer: with a knack for simplifying complexity, aligning teams with confidence and empathy towards a common goal, bonus points if you have experience presenting data and insights to senior audiences to obtain buy-in
Preferred Qualifications
1. Experience working across EMEA or Global markets, with an understanding of regional variation in operations, regulation and customer behaviour
2. Experience in the service-industry or customer support, with an obsession for delivering great customer experiences
3. Experience leading multiple cross-functional initiatives with a product, technical, or regulatory focus
4. SQL, coding, or programming proficiency: can Frankenstein a query for quick insights, bonus points for experience creating your own queries
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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- FSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Pet-friendly Office
- Snacks
- Some Meals Provided
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- 401(K)
- Company Equity
- Performance Bonus
Professional Development
- Work Visa Sponsorship
- Associate or Rotational Training Program
- Promote From Within
- Mentor Program
- Access to Online Courses
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Diversity, Equity, and Inclusion Program