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Program Specialist IV- Global Fix Experience

Uber

Uber

San Francisco, CA, USA
Posted on Monday, May 1, 2023
Fix Experience is a global team that takes full ownership of production Bug and Outages and drives them all the way to resolution in real-time. The team serves two key functions while bridging the gap between our support and engineering organizations. 1) We triage agent reports of possible bugs and outages to identify system issues by deeper investigations, reproducing the issue, and escalating them to the appropriate team to drive resolution in a timely manner. 2) We also handle incident response protocols during outages to ensure that key partners are updated as well as we provide the support needed to connect the dots. What You’ll Do
  • Support Product Managers and Program Managers on large cross-functional, high visibility or global projects with minimal guidance (in partnership with Eng, Product, and other CommOps teams) eg: Transformation
  • Independently execute Fix Experience projects and ensure project deliverables are consistently on-schedule and meet project objectives
  • Estimate work efforts, design project plans, define milestones and manage resources accordingly, while driving adherence and compliance with deadlines on deliverables as assigned to projects;
  • Identify and escalate operational weaknesses and help improve or innovate new processes to increase overall efficiency across the organization;
  • Help ideate and work through end to end programs right through ideation, execution and closure of priority programs for the program
  • Track progress, understand dependencies, communicate status to upper management and project stakeholders, and facilitate and coordinate schedules for meeting either locally or across sites
  • Design, build, implement, and maintain effective knowledge base for queues: build comprehensive troubleshooting guides; learning/training plan; other SME resources
  • Refine current work process by helping build, design, and implement the Tier1/ Tier2 process segmentation
  • Build culture of insights generation to improve domain, process, and overall business by reviewingJira & T3 metrics regularly
  • Hold weekly or fortnightly syncs for each specialized queues to provide resource and material updates
  • Ability to convert ambiguous business problems into digestible and actionable solutions or projects
  • Train and mentor frontline agents for continuous improvement within the Fix Experience team
  • Regular queue work and pager duty to ensure top of team domain expertise and knowledge
  • Design, Build, and Circulate top management-level slide presentations and communication
  • Other ad-hoc project work as the business requires
What You’ll Need
  • At least 2 years of experience in project management: you have proven experience of managing or have participated in multiple projects end-to-end in a fast-paced environment
  • At least 2 years of experience in bug identification, triaging, bug reproduction, debugging and outage identification; or IT incident management
    • Or 2+ years of hands-on experience in Software / Application tech issues investigation, problem identification, reporting observations to the tech team and getting them fixed
    • Or 2+ years of data analytics/science experience with insights, and intermediate SQL and coding experience
    • Or 2+ years of Uber Operations experience specializing in retail, heavy investigations, end to end support to customer concern resolution; and heavy mastery of Uber domain, app, and tools
  • Technical skills: basic SQL query and/or coding experience, intermediate sheets experience, proficient in Google Suites
  • Excellent written and verbal communication skills
  • Excellent deck creation and presentation skills
  • Strong stakeholder management, interpersonal skills and ability to communicate and influence people at all levels across a broad variety of job functions
  • Ability to work with remote teams across time zones to develop strategies and foster a cohesive and creative work environment
  • Excellent planning and organizational skills to juggle many tasks without losing sight of the highest priority items. Ability to stay focused under pressure, prioritizing and managing multiple projects simultaneously in a fast-paced environment
  • Ability to problem solve and understand complex concepts and work collaboratively across multiple functions and teams. Demonstrate analytical skills, initiative, persistence, ability to problem solve, and enthusiasm for learning new skills; Offer creative thinking and solutions
  • Ownership and entrepreneurial mindset
  • Schedule flexibility
Preferred Experience And Skills
  • Bachelor's degree
  • PMP or ITIL certification
  • Experience in data reporting and analytics
For Phoenix, AZ-based roles: The base hourly rate amount for this role is $27.75 per hour.For San Francisco, CA-based roles: The base hourly rate amount for this role is $32.00 per hour.For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.