Project Manager, Customer Support

22 hours ago
US-CA-San Francisco
US-IL-Chicago
US-AZ-Phoenix
Department
Global Community Operations - Community Operations
US-CA-San Francisco
Requisition Post Information* : External Company Name
Uber Technologies, Inc.
Requisition Post Information* : External Company URL
www.uber.com

Uber Overview

About Uber

 

We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

 

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

 

And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.

Job Description

About the Role

 

Community Operations is pioneering how Uber manages rider and driver partner support around the globe and we’re looking for a Project Manager for our Account Security and Risk (ASR) Team to lead our support initiatives into Uber’s advanced payment issues, rider fraud, account takeovers, and other areas of advanced support. You’ll be responsible for developing and executing on strategies to improve performance and productivity, as well as set goals to track success, all while consistently meeting customer expectations.

 

Potential responsibilities and areas of focus include designing and running experiments on saved replies / policies, optimizing routing, changing agent performance plan, working with fraud and other product teams in early product development, etc.  You have excellent project management skills, problem-solving prowess, excellent time-management and organizational habits, and the ability to clearly communicate and present information to seek buy-in.

Perks

What You’ll Do

 

  • Develop deep subject matter expertise in fraud and use this position to review and optimize process, performance, tools, and resources
  • Design, implement, and prioritize experiments (Labs) in areas that need improvement, including saved replies, support logic and policies
  • Develop, maintain, and QA content for ASR agents to ensure that the voice, tone, and brand of fraud support is consistent and effective
  • Represent ASR and the team’s interests/needs to the Community Operations organization, including escalating resource needs to leadership and helping to prioritize alongside other Brand Safety teams (incident response, social operations and response, and executive customer relations)
  • Push process and volume down to BPOs and lower tiers of support by incubating process within the Centers of Excellence, Uber’s contact centers, and standardizing policy to point of near-automation
  • Work closely with product teams to identify areas of fraud vulnerability and design considerations to proactively manage this risk
  • Develop support program for new products / features alongside Product Support teams
  • Develop and implement a plan for international ASR support, including staffing, training, process and translation/localization

 

What You’ll Need

 

  • Bachelor’s Degree
  • Minimum 2 years of project management experience
  • The ability to self-serve, investigate and get the data required to make quick and effective decisions
  • Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
  • Excited about the opportunity to create and optimize support processes, and are willing and able to lead others utilizing those processes
  • Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice
  • SQL proficiency

 

Bonus Points if

 

  • Experience in service-industry, customer support, manufacturing or distribution in a high-volume and extremely fast-paced environment
  • Experience in investigations and investigative case management tools
  • Knowledge of Lean, Six Sigma and Kaizen methodologies
  • SQL proficiency
  • High-growth operations or startup experience

 

About the Team

 

Community Operations is pioneering how Uber manages rider and driver partner support around the globe. The team leads our support initiatives into Uber’s advanced payment issues, rider fraud, account takeovers, and other areas of advanced support.

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