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Sr. Product Program Manager (Fix Experience)

Uber

Uber

Product, Operations
San Francisco, CA, USA
Posted on Tuesday, May 16, 2023
About The RoleFix Experience is a globally distributed team with the mission statement - ”Identify, Investigate and Influence to drive bugs and outages through fast and accurate resolution for all our customers”! The team bridges the gap between our support and engineering organizations by building skills on product understanding and deeper investigations.As the Fix Experience Product Manager, you’ll help program lead key product areas that are most critical for bug and outage management. You will help the rest of the Fix Experience organization in identification, deeper investigation, and impact assessment. Additionally, you will influence engineering follow up and drive timely resolution of the most critical bugs. In this role, you will work closely with a 24x7 function & team composed of individual contributors, managers, and engineering partners. You’ll develop a deep expertise in the product domain you support and help navigate the best way to fix bugs. As a senior individual contributor on the team you will also mentor and coach other members of the team.This role is for a person who is self driven and customer obsessed, good in communication and managing partners, can learn the product features and shortcomings quickly and can form good relationships with the Engineering organization.If driving global impactful programs to deliver an outstanding customer experience at Uber excites you, then come join us to build the best in class experience for every Uber customer! What You'll Do
  • Understand how a product works, how different engineering teams support critical product workflows, what causes bugs to get introduced and how we can best work with Engineering to fix them
  • Be the product and technical expert for the larger organization
  • Identify product areas where the team needs to build deeper investigation skills; partner with engineering and other team members to bring that knowledge in house
  • Improve processes for detecting, triaging, fixing, assessing impact, communicating and closing loop for bugs and outages in products you focus on
  • Understand what information Engineers need to reproduce and solve bugs quickly; work with the larger team to incorporate in their day to day work
  • Influence Tech partners to increase focus around speed and quality of product fixes; derive insights on critical bugs and raise; review top issues with them on weekly basis
  • Use underlying data and trends to predict, detect, alert and assess impact of bugs and outages for your product; identify and run product knowledge focused projects with program specialists in the organization
  • Communicate proactively with internal partners and customers to keep them advised about bugs and outages in your product, progress in fixing them and impact it had. This includes following through with customers who were impacted by those bugs and outages
  • Program manage known issues in your products across the company
Basic Qualifications
  • At least 5 years of professional experience in technical program management, quality assurance, customer experience, and/or production operations
Preferred Qualifications
  • At least 8 years of professional experience in technical program management, quality assurance, customer experience, global scaled service, and/or production operations leading cross-functional teams
  • Experience in driving the following areas:
  • Complex multi-disciplinary projects end to end working with PMO, Product, Engineering, Design, Legal, Support and other businesses
  • Sophisticated software Integration programs; identification and implementation of process gaps
  • High degree of tech literacy and tech competence (ability to speak the Tech language) and familiarity with Technical products
  • High degree of business acuity and problem solving skills
  • Extraordinarily strong written presentation skills
  • MBA Preferred
  • Strong partner management experience
  • Track record of balancing analytical critical thinking with quick decision-making, organizational change, and timely execution
  • Ability to get work done through cross-functional and geographically distributed teams through influence
  • Strong customer service orientation
  • Quick learner
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.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.For San Francisco, CA-based roles: The base salary range for this role is $148,000 per year - $164,000 per year.You will be eligible to participate in Uber's bonus program, and may be offered an equity award & 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.