Program Manager, Product Support Data & Support Reduction

1 week ago
US-CA-San Francisco
Global Community Operations - Community Operations
US-CA-San Francisco
Requisition Post Information* : External Company Name
Uber Technologies, Inc.
Requisition Post Information* : External Company URL

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


At Uber, creating a world class customer experience requires a relentless focus on all aspects of a customer’s journey, from product use all the way through customer support. Doing so takes leaders who can think through a product lens, anticipate customer issues, elaborate a global support strategy for each product, and understand what it takes to build a scalable support footprint for unmatched growth.


Based in San Francisco, the Program Manager, ContactLESS role will work to improve the customer experience by working across Product, Product Operations, and Community Operations to prioritize projects to fix the root causes of customer problems. You will facilitate both strategy and execution all while keeping the customer at the center of our decisions.


Meeting the needs of our customers in an exciting, constantly evolving environment like Uber is an opportunity, but your work will play a critical role in the results of this business. This role will report into the Global Customer Satisfaction Leader, a part of the Global Service Quality organization in Community Operations.


What You’ll Do


  • Serve as a Global Community Operations representative for Uber’s Product and other HQ teams
  • Assist with Product, Ops and other teams understand their impact on support
  • Provide analytics and feedback on Product projects via a small team of analysts you manage
  • Prioritize new products / features and guide overall roadmap
  • Advocate across organizations to develop strategic alignment & relationships
  • Surface, communicate and advocate for resolutions to root cause problems across organizations


What You’ll Need


  • Minimum 5 years of project management / consulting or related experience; high-growth operations or startup experience
  • Ability to lead key cross functional stakeholders to strengthen problems to solution
  • Excellent problem-solving, critical thinking, and analytic skills: Excel proficiency, data intuition, ability to review product design documents
  • Understand product development & prioritization process and help prioritize to improve our products for customers
  • Demonstrate project management skills such as managing tight timelines, planning & following through multiple work streams
  • Efficiently communicate narratives & data in slides


Bonus Points if


  • SQL proficiency


About the Team


The ContactLESS team works to improve the customer experience by working across Product, Product Operations, and Community Operations to prioritize projects to fix the root causes of customer problems.


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