Senior Program Manager - Customer Experience

About the Role

At Uber, providing world-class customer support to our users is a core feature of our product experience. Delivering this caliber of support isn't easy - it takes strong operators who can understand Uber's complexity, adapt to our constantly evolving business, and help solve problems where no solution currently exists.

As a Senior Program Manager you will be part of the Mobility CX team and responsible to design, develop and manage strategic Programs related to key experiences to our Customers. This involves developing the strategy, project roadmap and managing the budget. They will be partnershiping with cross functional teams such as Tech, Operations and Strategy & Plan to ensure we are improving our customer journey and eliminating cringeworthy experiences across all user segments.

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

What You'll Do

1. Create and lead the Program Strategy within the Mobility business - always with the CommOps scorecard, budget, and Ops' objectives in mind.
2. Manage Global Tech roadmap projects ensuring the stakeholders in CommOps and Operations teams are aligned and engaged with the initiatives.
3. Partnership with Strategy & Plan teams to ensure our roadmap is properly incorporated on our Financial forecast and budgets reviews.
4. Develop presentations to communicate strategic plans and visions, report on weekly/monthly/quarterly results and opportunities.
5. Identify operational weaknesses and help improve or innovate new processes. Develop frameworks to support the company with new markets and products.
6. Lead customer-facing process improvement initiatives. Align and coordinate cross-functional stakeholders to ensure the projects are implemented. Understands and applies different strategies across user segments to ensure Premium users are always prioritized.
7. Understand the goals and priorities of Commops KPIs - both operational and financial.
8. Understand cost constraints and champion customer obsessed processes that support these goals.
9. Deep-dive into complex issues to identify root causes and potential solutions

1. The D(ecision) is with the Data - must be an analytical thinker with the ability to solve any problem in a structured way.
2. Excellent strategic thinking and problem solving: Ability to create and optimize products and processes.
3. Project and/or program management experience: Experience managing multiple moving parts with resource constraints, driving execution, and succinctly communicate complex topics;
4. Experience leading end-to-end cost-efficiency initiatives, financial projects or process improvements with direct impact in the P&L;
5. 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
6. Excellent communication skills: Ability to create and present decks and develop written communication pieces to engage stakeholders
7. Excellent execution and high standards: You are someone who finishes what they start and keeps iterating until a process works flawlessly almost every time.
8. Self-starter attitude and ability to exercise judgment and solve complex problems with autonomy.
9. 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
10. 100% Fluent in English required, fluent in Spanish or Portuguese depending on hiring location
11. 6+ years experience required.

1. Consulting, Big techs, High-growth operations or startup experience;
2. SQL
3. Six Sigma, Change Management, and/or Project Management certifications