Sr Program Manager - Courier Support

About the Role

The Senior Program Manager, Courier Support sits within the Global Programs (GP) organization within CommOps, Uber's team responsible for defining and delivering effective, scalable customer support. In this role, you will shape how Uber supports Courier customers across a fast-growing global business. You will work closely with cross-functional partners across Product, Operations, Engineering and CommOps to design and deliver support programs that improve the courier experience, enable product growth, and support Mobility business goals.

This role requires strong ownership, comfort operating in ambiguity, and the ability to translate complex business and product challenges into clear, executable support strategies.

What the Candidate Will Do

This Program Manager works across Product, Operations, Engineering, and CommOps to shape how Uber interacts with customers across the global Courier business. There will be two primary responsibilities for this role:

• Global Strategic Program Ownership - Responsible for designing, launching, and managing global strategic programs that improve the experience that customers have with support, our products/services, and Uber as a whole to drive adoption and measurable business impact
• Support Readiness Ownership - Responsible for designing and executing the support strategy of new product launches and feature enhancements, ensuring Courier (and broader Mobility) goals are met and in alignment with CommOps Global Strategy

• 3+ years of Program Management experience and 5+ years of total professional experience

• Building, launching, and scaling large, complex strategic programs from design through execution, including global or multi-region initiatives
• Developing and delivering persuasive executive-level communications and presentations, and presenting insights and recommendations to senior leadership
• Analyzing and drawing conclusions from large datasets; comfort working with data using tools such as Microsoft Excel, Google Sheets, SQL, and/or similar analytics tools
• Using data visualization tools (e.g., Tableau or similar platforms) to build dashboards and clearly communicate business insights
• Designing and building customer experience and/or customer support strategies at scale
• Establishing, evolving, and operationalizing best practices across programs and stakeholders
• Understanding and optimizing the intersection of the digital and physical world across multiple personas (e.g., couriers, senders, and receivers), particularly in logistics, delivery, mobility, or on-demand platforms
• Working closely with technology and support tooling, including identifying opportunities to drive automation and leverage AI to improve efficiency and effectiveness