About the Role
The Sr Program Leader, Global Consumer Grocery & Retail CommOps leader is part of the Grocery & Retail Community Operations organization which provides customer support for Consumers, Earners, and Merchants on the Uber platform. Grocery and Retail (GR) is one of the fastest-growing verticals at Uber, and if things go wrong, it's imperative customers receive a best-in-class support experience. As the Global Consumer Sr Program Leader, you will lead a team of Program Managers, focused on implementing processes, programs, and technology designed to support our customers at scale. You will define and execute against GR's Global Consumer support strategy, drive high impact programs and initiatives across regions and functions, and improve our tech, processes, and operations through data-driven analysis, project management, and teamwork. You will also lead a team of direct reports, focusing on coaching and development of core Program Management competencies and skills.
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Delivering this caliber of support isn't easy - it takes a leader who is highly motivated and collaborative, can understand Uber's operations, adapt to our constantly changing business, and help solve problems where no solution currently exists. The successful candidate will become a subject-matter expert in all things GR Consumer as you design, optimize, and deploy global programs that will contribute to a magical end-to-end customer experience, while driving process efficiencies, policy harmonization, and product improvements.
What You'll Do
- Define and execute against the Grocery & Retail Global Consumer support vision and strategy
- Ensure people, processes, and technology work together to deliver effective customer resolutions, while rebuilding trust with our customers
- Prioritize customer & business insights for Product teams to ensure they deeply understand the voice of the customer and how to adapt globally-built products for local contexts.
- Partner with Regional Grocery & Retail CommOps and cross-functional teams to influence key metrics and continuously improve the end to end support experience
- Facilitate planning for the Consumer pillar, including support product & tech roadmaps, and critical decision & enablement timelines
- Be comfortable with ambiguity, lead through influence, and partner with CommOps teams and business stakeholders to drive decisions and projects to completion
- Represent the team's work with global, regional, and cross-functional stakeholders while managing expectations of senior leadership
- Build and develop talent and a positive team culture to create a high-performing team
Basic Qualifications
- 8+ years of prior work experience in strategy, planning, operations, program management or consulting
- 3+ years experience leading a team
- Bachelor's Degree or equivalent experience
Preferred Qualifications
- Experience working with tech and product teams to set requirements and specifications for product builds (e.g., creating process flows, customer journey maps, data-driven business cases, etc).
- Analytical skills required - you can leverage data quickly to make decisions. Able to discuss technical topics with both technical and non-technical audiences
- Experience leading multiple cross-functional initiatives & working with Global programs
- Track record of balancing analytical strategic thinking with quick decision-making, change management, and timely execution
- Data-driven mentality and strong business judgment. Able to analyze the data, pull key insights, and tell a compelling story
- Ability to drive consensus and actionable results across highly cross-functional teams
- Experience in planning, setting metrics / KPI targets, and roadmap development
- Experience building efficient processes that scale across a large organization and drive customer experience and operational process improvements
- Track record of building and continuously improving processes and programs supporting multiple stakeholders with often conflicting priorities
- Exceptional written, verbal, and visual (compelling charts, slides) communication skills
- Experience working with ambiguity in a fast-paced environment
- Experience in service-industry or customer support, especially in outage management and/or crisis management scenarios
- PMP, Six Sigma, Agile or comparable certification
- SQL experience
For Chicago, IL-based roles: The base salary range for this role is USD$167,000 per year - USD$186,000 per year.
For New York, NY-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year.
For San Francisco, CA-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year.
For Sunnyvale, CA-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year.
For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
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.