Senior Program Manager, Customer Experience

About the Role

The Vehicle Crash & Claims CX team is part of the Global Insurance organization, focused on improving the end-to-end journey and customer experience for all parties who are part of a crash or insurance claim within the US or Canada.

We're looking for a results driven and analytical Sr. Program Manager to join our dynamic, fast-paced team. This role will partner closely with Analytics, Workforce Management, Data Science, Finance, Program teams and Recruiting to drive visibility, alignment, and lead projects aimed at improving insurance claim process efficiency and claims advocate support. Success requires leading with data, balancing priorities, navigating ambiguity, and advocating for stakeholders, with strong business understanding for strategic guidance and execution. You'll have a unique opportunity to play a key role in growing a program and leading projects that significantly contribute to Uber's strategic insurance goals.

What You'll Do

• Collaborate with analytics teams to design and maintain program dashboards, delivering regular insights by analyzing customer experience (CX) and insurance claim data.
• Identify areas for continuous improvement throughout the claims customer journey, across both automation and advocate workflows
• Drive the preparation and execution of headcount reconciliation, forecasting, and financial review processes.
• Serve as the liaison between Workforce Management (WFM), Finance, and Operations teams to ensure planning and execution are tightly aligned.
• Partner with Talent Acquisition (TA) to support hiring decisions based on forecasted needs and headcount strategy.
• Oversee and identify efficiency opportunities within our workflows and processes.
• Own advocate scorecard data management, ensuring accurate and consistent inputs for operational reviews.
• Own various areas of the core customer experience, such as content, training, QA, and escalations.
• Uncover performance, compliance and behavioural trends for our fast-growing network of onshore claims advocates.

• Minimum 4+ years of experience in operations, program management, strategy and planning or consulting
• Proficiency with Excel or Google Sheets
• Bachelor's Degree or equivalent experience

• Ability to acquire data, derive insights from data and use data to inform decisions
• Strong communication skills, with the ability to tailor communication styles to various audiences
• Highly organized with a track record of leading cross-functional projects and workstreams
• Experience working with ambiguity in a fast-paced environment
• Proven experience in operations, strategy, analytics, or program management.
• Strong analytical background with experience interpreting CX data and performance metrics.
• Ability to lead initiatives, influence without authority, and drive alignment across teams.
• Great with numbers. Good with people. Excel with ambiguity.
• Full-stack operator - able to handle project ideation through operational implementation.
• Demonstrated ability to thrive in a fast-paced environment, bringing structure to new problems and concepts
• Ability to drive consensus and actionable results across highly cross-functional teams
• Experience with SQL and dashboarding tools (e.g., Tableau, Looker) is a plus