Senior Program Manager, Eater Experience & Support Operations

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, it's imperative that we 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 Eater CX team, you will be leading projects that improve the overall quality of Eater customer support across the mega-region, influencing other markets and collaborating on solutions from a city to global scale. You will collaborate with various stakeholders across both regional and global teams, working towards shared and regional specific goals to enhance the quality of Eater support while balancing costs and ensuring business ROI. The successful candidate will be responsible for building world-class customer support through leveraging existing support capabilities and defining unique, net-new processes and policies.

• Design & execute high-impact cross-functional initiatives that define the support the eater experience, optimizing automated, self-service, and / or agent driven processes
• Identify and prioritize 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
• Develop Eater support operations procedures, issue workflows, policies and processes for both existing and new products and offerings across existing and yet to be launched markets
• Improve operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement rollouts
• Collaborate with Ops, Risk, Tech, and CommOps teams across EMEA and other regions to design, launch, and iterate on support initiatives and products that balance business impact and customer satisfaction
• Navigate a complex, matrixed environment to influence cross functional, global, and regional stakeholders: building alignment, resolving competing priorities, and driving execution on key Eater Operations initiatives
• Test, measure, and scale initiatives and projects, taking a strategic lens to determine where and how launches should take place
• Build a scalable governance model that connects regional operations with global strategy, ensuring consistent standards, data-driven decisions, and effective cross-functional collaboration
• Turn customer data information into meaningful product, support, and operational improvements

• 5+ years of experience: in Customer Experience, Program Management, Operations, or Support Enablement, preferably in a fast-paced, tech-driven environment
• Data-driven and analytical approach:You can turn raw data into a read out and utilize numbers to tell a story and 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
• Strong working knowledge of support performance metrics: you've used data to guide strategy, prioritize roadmaps, and assess results
• Excellent stakeholder management skills: you build trust and strong working relationships across Product, Policy, Risk, and Operations teams
• Effective thought partner and influencer: you guide cross-functional decisions across competing OKRs and KPIs with confidence and empathy
• Balance of strategic vision and operational rigor: you're equally comfortable with long-term planning and rapid execution
• Natural problem-solver: you're curious, analytical, and resilient in navigating ambiguity or competing priorities with proven ability to lead complex, cross-functional initiatives that deliver measurable impact at scale
• Strong communicator: with a knack for simplifying complexity and aligning teams toward a common goal

• Experience working across EMEA markets, with an understanding of regional variation in support operations, regulation, and customer behavior
• SQL proficiency: can frankenstein a query for quick insights, bonus points for experience creating your own
• Strong communication and presentation skills, including experience presenting data & insights to senior audiences obtaining buy in
• Exposure to program management, customer policy, trust & risk, or fraud-related customer workflow