HCV Operations Global Program Manager

About the Role

At Uber, customer support is more than just answering questions. It's about using the information customers give us as insights to help Uber grow. Providing amazing support that establishes trust within our community for riders, driver partners, Uber Eats customers and delivery partners, is at the center of the Uber customer experience. Community Operations (CommOps) is obsessed with providing the highest quality service, in the smartest way. For Uber to continue its growth and success in our ever-changing markets, we need to constantly enhance the scale and quality of our support operations.

The High Capacity Vehicles (HCV) Global Operations Program Manager sits within the Global Programs and Initiatives organization within CommOps. This position is focused on managing HCV’s Support Operations and coordinating with stakeholders to support the growth of this global line of business. HCV Community Operations is a global line of business and this role reports into the Global Growth Business Experience team.

The Program Manager will be the primary point of contact for the HCV Program Team on all topics related to field operations and support delivery helping the program team set and define the support strategy for the product and ensure the execution of high quality support delivery to customers.

The program manager will coordinate support activities, with help from Uber Shuttle program managers, and teams dedicated to regional and central Uber Shuttle Operations. Ultimately this role will be responsible for managing a balanced scorecard of cost, quality, and speed, while designing innovative solutions, aggressively launching new markets, products, and initiatives as the business expands. Stakeholders will also include HCV sales and operations senior leadership, and escalations for customers needing additional support attention.

In this role the Program Manager would expect to support operations for consumer shuttles, business shuttles, airport shuttles, and events shuttles. Many of these products are extremely nascent in nature and a large component of the role would be close collaboration with the Program Team to define the support operations strategy for these products.

HCV is a rapidly growing business that has recently graduated from the “incubation” stage of Uber’s new product development strategy. This role is a great opportunity to help shape the Support Operations footprint, ways of working, and agent experience, as this business grows.

Successful program managers at Uber are able to identify and analyze ambiguous problems and articulate them as concise problem statements to senior stakeholders. Often program managers achieve success first by listening; learning from the “on the ground” experience of our customer facing teammates and working to fix problems that the market is indicating are its priorities.

This role includes managing teams at multiple sites in global time zones, and requires the flexibility to manage a dispersed group of stakeholders. The position also requires ability and willingness to travel.

---- What the Candidate Will Do ----

• Help craft Uber's customer care strategy and support for the future growth of high-capacity vehicles products
• Partner closely with field operations teams (outsource providers and centers of excellence) to enable support excellence
• Identify and solve operational gaps to drive efficiency and customer satisfaction across support operations
• Develop senior-level communications and presentations for Uber’s regional business and field operations leadership teams
• Develop in-depth understanding of customer experience by incorporating quantitative and qualitative insights
• Run analysis and develop strategic insights in globe-spanning projects to enable Uber’s leadership decision-making
• Collaborate within the team and other functional teams across regions to consolidate different viewpoints, clarify problem statements, identify strategy, and develop high-impact solutions
• Lead alignment with other functional teams, globally, to implement short-term solutions in a timely manner while elaborating on the long-term, evolving strategy
• Basic SQL query writing, or commitment to learn on the job

---- Basic Qualifications ----

• Minimum 3-5 years of experience in customer support, consulting, corporate strategy, or similar fields
• Bachelor’s Degree in business, economics, or other similar fields or additional relevant experience

---- Preferred Qualifications ----

• Experience in a high-volume, fast-paced environment
• Strong program management skills with superior organizational, time management, and prioritization skill
• Advanced Excel/data management skills
• Advanced written, verbal, and visual communication skills - you have the proven track record to influence and drive consensus with varying audiences and levels of an organization
• Experience using business intelligence tools like Tableau
• Experience using Salesforce and/or other similar CRM tools

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

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.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.