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About the RoleAt Uber, customer support is more than just answering questions. It's about using the information customers give us as insights to help Uber grow. Moreover, providing outstanding support that establishes trust within our community - riders, driver partners, Uber Eats customers and delivery partners - are at the center of the Uber customer experience. Community Operations (CommOps) is passionate about providing the highest quality service, in the most thoughtful way. And for Uber to continue its growth and success in the constantly evolving environment, we need to be able to not only scale, but to constantly enhance our support operationsThe Senior Program Manager, B2B Support Strategy sits within the Global Programs & Innovation (GPI) organization within CommOps. Our team's mission is to define, design, and deliver best-in-class support to Uber customers, and this role will focus specifically on customers within the Uber for Business (U4B) line-of-businessWhat the Candidate Will DoThe Program Manager will work across many cross functional stakeholders to shape the ways we interact with customers across Uber's business to business services. There will be three primary responsibilities of this role:
Global Strategic Program Ownership - In charge of designing, launching, and managing global strategic programs to improve the experience that customers have with support, our products/services, and Uber as a whole.
Support Readiness Ownership - Responsible for support strategy and execution for new product launches and feature enhancements, to meet U4B's product goals in line with U4B CommOps Global Strategy.
Project Management - Build effective new tools and processes to improve our team's efficiency & collaboration - this person should have a "chief of staff"-like mentality toward organizing information to deliver effective results
Basic Qualifications
3+ years overall experience in Program Management, Consulting and or relatable field
Bachelors degree obtained
Building and launching large-scale strategic programs from design to execution
Developing executive-level communications and presentations, and has comfort delivering verbal presentations to senior leadership
Managing large and complex projects, plus using tools to do so (e.g., Microsoft Projects, Asana, Smartsheet and or similar tools) - highly organized, effective time management, and tenacious prioritization
Preferred Qualifications
Building and designing customer experience and customer support strategies
Business-to-business (B2B) best practices; understands the difference between how B2B vs. B2C customers think and what they expect
Analyzing and drawing conclusions from data - experience working with large data sets and ability to understand them
Collaborating across many cross-functional stakeholders to gather input, influence decisions, and get things done
Building data models with tools like SQL or Tableau - bonus if the candidate has any experience driving efficiencies with AI tools
About The TeamThe Growth Business Experience (GBX) Team is made up of innovative program managers sitting in 10+ countries across the globe. Together this team works to solve some of the biggest customer experience challenges for some of Uber's largest growing businesses!For Chicago, IL-based roles: The base salary range for this role is USD$112,000 per year - USD$123,500 per year. For Washington, DC-based roles: The base salary range for this role is USD$124,000 per year - USD$137,000 per year. For all US locations, 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.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- https://docs.google.com/forms/d/e/1FAIpQLSdbY9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform
