Sr Program Manager Field Ops Strategy & Programs

About the job

US&C Field Operations is part of the Global Community Operations (CommOps) organization which provides outstanding customer support to all Uber customers and partners (e.g., riders, drivers, eaters, restaurants). Uber relies on Field Ops to provide support for our community's toughest issues types in addition to supplying an environment to pilot support for new products or test new support modalities or processes. We are looking for a Sr Program Manager to join our US&C Field Ops Process Excellence & Implementation team to manage key projects across our organization.

The ideal candidate for this role should possess strong problem-solving and analytical skills, excellent planning and prioritization habits, and the ability to clearly communicate and present information to gain consensus. The Sr Program Manager will apply structured thinking to critical business questions, conduct deep analyses, generate insights, and contribute to pivotal initiatives and projects aimed at improving Uber's support operations. They must be a strategic thought partner while also being able to effectively deliver on key operational projects.

What you'll do

• Lead Strategic Initiatives: Drive the development and delivery of key initiatives by working cross-functionally with US&C Program and Field Operations leaders to advance the organization's goals.
• Manage Project Lifecycle: Own the project and program governance processes from initial strategy and scope definition through to full implementation.
• Provide Data-Driven Insights: Develop analytical frameworks and run analyses to provide strategic insights that inform leadership decisions.
• Ensure Effective Communication: Build, maintain, and communicate detailed reporting models to keep stakeholders informed on the status of key programs.
• Influence Business Strategy: Partner closely with regional and global business teams to provide insights that lead to changes in policy, processes, and service models.
• Conduct Opportunity Analysis: Scope and evaluate new opportunities across various support teams, using both quantitative and qualitative analysis.
• Present to Leadership: Create and present executive-ready materials, communicating project status and key insights to all levels of the business, including the CommOps Executive team.
• Innovate and Improve: Provide thought leadership on complex problems, identify opportunities within our processes, and lead strategic projects to improve field operations.

• 4 years experience in project/program management OR strategy consulting with the ability to lead and execute complex, cross-functional projects
• 2 years experience with Data-driven mindset with experience using data to make key decisions and derive meaningful insights

• MBA or equivalent advanced degree
• Excellent written and verbal communication skills for effective collaboration across diverse teams.
• Proficiency in Microsoft Excel or Google Sheets
• Experience in a high-growth operations or startup environment, particularly within a fast-paced, high-volume industry like customer support, manufacturing, or distribution.
• Proven ability to lead large, complex, and data-driven projects from inception to completion.
• Experience crafting executive-ready materials (e.g., presentations, recommendations) and presenting to senior leaders.
• Exceptional strategic problem-solving skills and the ability to provide thought leadership on unstructured problems.
• Demonstrated ability to thrive in ambiguity and successfully manage competing priorities in a dynamic environment.