Senior Program Manager, Driver Experience - EMEA Mobility CommOps

About the Role

About EMEA Community Operations:Community Operations (CommOps) is pioneering how Uber interacts with users around the globe. We support all Uber business lines and propositions (Mobility verticals like Rides, Hailables; Delivery verticals like Eats and Grocery, and specific propositions like Uber for Business) and cover a broad range of activities including customer service, platform safety, new partner onboarding, sales, compliance and account management. Community Operations is also Uber's face and ears to riders and driver partners, and thus plays a key role in customer insights & advocacy within Uber.

In EMEA, we lead these activities in 40+ countries and in 20+ languages, in large scale and highly nuanced market environments and operational complexity. We are very proud of being the most geographically diversified team in Uber, and welcome you to be part of our hard-working, diversified and inclusive team!

About the job:The Mobility Experience team plays a transversal role across all mobility markets in EMEA, with a dedicated mission to shape customer-centric experiences that cultivate loyalty among drivers and riders while promoting sustainable growth.

In pursuit of this mission, we are seeking a Program Manager to join the Driver Experience team. The primary responsibilities of this program manager will be operationalizing strategic initiatives to improve the driver experience and optimizing our driver support. This role will also require acting as the voice of the driver within the organization to advocate for addressing driver pain points when drivers engage with Uber.

This position holds significant strategic importance in achieving our goals of driver satisfaction and retention across EMEA. It will require a deep understanding of the driver journey & the blockers they face across key EMEA markets, and necessitate having strong experience in project management, data analytics, and stakeholder management.

What you'll do

1. Shape & implement the long-term strategy for key driver customer support topics & policies, seeking opportunities to enhance the driver experience and improve our efficiency
2. Operationalize multiple driver-focused strategic initiatives while prioritizing impact, identifying dependencies, and solving and unlocking bottlenecks
3. Drive alignment among a wide network of stakeholders across EMEA, specifically on initiatives to improve the driver experience
4. Act as the voice of drivers, deliver qualitative and quantitative insights, and uncover opportunities for driver experience improvements with a focus on optimizing driver satisfaction and retention
5. Own OKRs and driver support metrics for CommOps EMEA

1. Project management expertise: 5+ years of proven track record of successfully managing complex projects within the technology sector, demonstrating strong organizational skills, attention to detail, and the ability to meet tight deadlines.
2. Cross-functional collaboration: Extensive experience working collaboratively with diverse teams, including operations, product development, legal, and other stakeholders. Adept at facilitating communication, resolving conflicts, and ensuring seamless coordination among various departments.
3. Strategic thinking and problem-solving: Strong analytical and strategic thinking skills, capable of identifying potential issues, proposing effective and scalable solutions, and making data-driven decisions. Demonstrated ability to align project goals with overall business objectives and contribute to the long-term success of the organization.
4. Customer centricity: Incredible empathy and understanding of both driver partners and riders alike. Demonstrated enthusiasm to advocate for Uber's users and passion to deliver a strong customer experience.

1. Explorer: The ability to self-serve, investigate and get the data we require will make you much more effective in this role.
2. Calm under pressure: You have excellent organizational skills, integrity, and great follow-through on tasks. You are comfortable working in a fast-paced environment.
3. Natural curiosity: You love learning how things work and you're always looking for innovative solutions. You enjoy testing different strategies and tracking the results.
4. AI adopter: You're comfortable using AI tools in your daily work and eager to explore how AI can be applied to solve operational problems and improve outcomes.