About the Role
We're looking for a Senior Program Manager to join our EMEA Community Operations team, driving the evolution of the end-customer (UMS) support experience and support technology enablement. You'll be at the intersection of experience design and operational scale-partnering with cross-functional teams to improve how we serve users and empower agents with smarter, more intuitive tools.
Your mission? Deliver a seamless, efficient, and high-quality support experience, while advancing the tools and technologies that enable our support agents to do their best work. This is a high-impact role focused on strategy, alignment, and execution across multiple domains including fraud, policy, and data integration.
Want more jobs like this?
Get jobs in Amsterdam, Netherlands delivered to your inbox every week.
What you'll do
- Champion the UMS end-customer experience across EMEA-ensuring that support journeys are user-centric, effective, and responsive to evolving business needs.
- Partner with Risk, Policy, Product, and Ops teams to influence the design and implementation of fraud and policy workflows, representing CommOps needs and regional perspectives.
- Serve as the primary CommOps stakeholder for agent-facing tools and support technology-shaping product requirements, surfacing user insights, and coordinating smooth rollouts across the region.
- Align regional support strategy with broader global initiatives to maximize impact and scalability, while addressing local market nuances.
- Lead data-informed decision making: analyze performance metrics (CSAT, AHT, FCR, adoption, etc.), translate insights into action, and define success criteria for new initiatives.
- Collaborate cross-functionally with Product, Operations, and other CommOps teams to scope, test, and launch improvements to agent workflows and customer experience.
- Act as a regional thought partner for emerging support technologies, ensuring the tools adopted are well-integrated, fit-for-purpose, and set up for long-term success.
- Drive continuous improvement through proactive identification of operational pain points, support inefficiencies, or experience gaps-then lead structured initiatives to solve them.
- Influence across a highly matrixed stakeholder landscape to drive clarity, alignment, and momentum behind critical priorities.
Basic Qualifications
- 5+ years of experience in Customer Experience, Program Management, Operations, or Support Enablement, preferably in a fast-paced, tech-driven environment.
- Proven ability to lead complex, cross-functional initiatives that deliver measurable impact at scale.
- Strong working knowledge of support performance metrics-you've used data to guide strategy, prioritize roadmaps, and assess results.
- Excellent stakeholder management skills: able to build trust across Product, Policy, Engineering, and Ops, and influence decision-making 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: curious, analytical, and resilient in navigating ambiguity or competing priorities.
- Strong communicator with a knack for simplifying complexity and aligning teams toward a common goal.
Preferred Qualifications
- Experience working across EMEA markets, with an understanding of regional variation in support operations, regulation, and customer behavior.
- Exposure to policy, trust & safety, or fraud-related customer workflows.
- Familiarity with agent tooling or customer support systems and how they shape the support experience.
- Working knowledge of SQL or other data tools is a plus.
- Passion for technology-enabled service, with a bias for continuous improvement and user advocacy.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world 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.