Program Leader, Customer Support

Posted 7 days ago
Main Location
United States
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About the job 

 

US&C Field Operations is part of the Global Community Operations organization which provides customer support to Uber Customers. Uber relies on Field Ops to provide support for our community’s toughest issues types, and provides an environment to pilot support for new products or test new support modalities or processes. We’re looking for a Program Leader to lead our US&C Field Ops Project Management Office in Community Operation and manage and develop a team of project managers.

 

The ideal candidate for this role should have strong project management leadership experience, analytical prowess, excellent time-management and organizational habits, and the ability to clearly communicate and present information to gain consensus. Must be passionate about leading a team while being able to effectively deliver against key operational projects.

What you'll do
  • Develop and lead highly skilled individuals to deliver projects, with high quality and on time
  • Own the project governance process from strategy to implementation, with a focus on implementation of new customer support programs or modalities
  • Work cross-functionally with the US&C Program Leaders and US&C FieldOps Leaders to develop and strategically deliver key initiatives that will help drive the US&C FieldOps organization forward
  • Develop analytical frameworks to support prioritization of programs and decision making
  • Build, maintain, and communicate detailed reporting models on status of key programs and initiatives
  • Partner closely with regional and global business partners to provide insights that drive decisions around process, policy, and service models changes.
  • Communicate the key program outcomes and insights to key partners
  • Lead large, complex projects as needed
 Basic qualifications
  • Minimum 3 years of program/project management and consulting experience
  • Experience leading large scale and complex projects with multiple stakeholders and dependencies
  • Experience using data to make key decisions and drive meaningful insights
  • Bachelor's degree
 Preferred qualifications
  • Project Management Professional (PMP) Certification
  • Team management experience
  • High-growth operations or startup experience
  • Excellent project management skills and ability to lead cross-functional projects. Ability to plan and implement complex projects and ensure the end-to-end support strategy is accomplished
  • Experience in service-industry, customer support, manufacturing or distribution in a high-volume and very fast-paced environment
  • Ability to balance attention to detail with swift implementation
  • Excellent communication and organizational skills

 

About the team

Community Operations is pioneering how Uber manages customer support around the globe. The team you will join has one mission: Make Customer Experience our #1 Competitive Advantage. You and your teammates will champion this mission every day until there are no doubts it's a reality.

Mission
We're a community of women leveraging our connections into top companies to help underrepresented women get the roles they've always deserved. Simultaneously, we work to build truly inclusive hiring processes and environments where women can thrive and not just survive.
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Program Leader, Customer Support
Uber