Program Manager, Customer Support Project Management Team

Uber

Phoenix, AZ

Full Time

Mid Level

about 1 month ago

Job Description

About the Role

US&C Field Operations is part of the Global Community Operations organization which provides customer support to Uber Customers. Uber relies on Field Ops to provide support for our community's toughest issues types, and provides an environment to pilot support for new products or test new support modalities or processes. We're looking for a Program Manager to join our US&C Field Ops Project Management Office and manage key projects across our organization.

Key Responsibilities

Own the project governance process from strategy to implementation, with a focus on implementation of new customer support programs or modalities
Work cross-functionally with the US&C Program and FieldOps Leaders to develop and strategically deliver key initiatives that will help drive the US&C FieldOps organization forward
Develop analytical frameworks to support prioritization of programs and decision making
Build, maintain, and communicate detailed reporting models on status of key programs and initiatives
Partner closely with regional and global business partners to provide insights that drive decisions around process, policy, and service models changes
Communicate the key program outcomes and insights to key partners
Lead large, complex projects as needed

Requirements

Minimum 4 years of project / program management experience
Bachelor's degree or equivalent experience

Nice to Have

High-growth operations or startup experience
Experience in service-industry, customer support, manufacturing or distribution in a high-volume and very fast-paced environment
Self-motivated with a strong affinity for strategic problem solving and driving action
Ability to balance important priorities
Comfortability accessing and adopting new technology including GenAI
Persuasive written and verbal communication skills across diverse functions and teams
Ability to balance attention to detail with swift implementation
Experience using data to make key decisions and drive meaningful insights
Excellent project management skills and ability to lead cross-functional projects. Ability to plan and implement complex projects and ensure the end-to-end support strategy is accomplished
PMP preferred
MBA's preferred

Qualifications

Bachelor's degree or equivalent experience

Benefits & Perks

Eligible to participate in Uber's bonus program
May be offered an equity award & other types of compensation
Eligible for various benefits as detailed at https://www.uber.com/careers/benefits

Working at Uber

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.

Apply Now