About the RoleThe Product Insight & Rollout Senior Program Manager (US&C Eater), sits within our Global Digital Experience team, the digital service design arm of the global Community Operations (CommOps) organization.This role will spearhead the efficacy of Eater-facing Digital Support Solutions in US&C. You will play a critical role in developing and launching robust products by providing actionable insights about how the product may benefit Eaters and impact Merchants and the business in US&C, what product requirements will be necessary to build to realize that value, help prioritize what needs to be built quicker and what can wait, and bring data and market research to bolster your perspective. You will also be operating in a highly cross-functional environment and responsible for strengthening Customer Obsession (CO) Product / CommOps feedback loops across peers and leadership teams, planning and rolling out products proactively, rectifying roadblocks for rollouts, coordinating operational readiness tasks across a wide set of stakeholders and scaling the product knowledge in US&C.The successful candidate would be a strategic problem solver with a data-first approach, who is able to dive into unstructured and fast-paced environments with evolving priorities to influence product strategy. They are also eager to adopt a tech-first mindset and be a visionary of what the future of customer support should look like for Eaters at Uber. What the Candidate Will Do
Define and champion the operating structure and processes to implement on product strategy
Understand and develop your own POV on the pros, cons, and costs of adopting emerging technologies while balancing current business priorities and influencing buy-in from XFN leadership
Partner with Product teams to identify the tech/ tooling strategy
Ensure stakeholders are aligned on key objectives for the program/product
Collaborate with XFN team members (Product, Legal, Eats CX, Global Product Planning and Ops) to prepare products for launch
Track core business metrics related to the product
Identify key problem areas and nuanced geographies / Eater segmentations impacted by product post-launch
Surface and advocate for key insights from the business to advise product improvement
Conduct ongoing analysis/ evaluation of tech performance to provide recommendations for optimization that will ultimately drive customer satisfaction (CSAT) and automation rate.
Communicate status, progress to facilitate leadership inputs and decisions
Provide market insights to build robust products
Take full ownership of rolling out developed Eater support products in US&C including coordinating with cross-functional teams and removing bottlenecks
Configure support products where necessary
Provide regular updates to your leadership on the progress of your goals
Basic Qualifications
Bachelor's degree
5+ years of experience in technology, consulting, operations, or other highly agile, project-based environments
Previous experience developing and deploying new technology products
Excellent communication, the ability to engage internal stakeholders and external customers
Deep understanding of the user experience
Ability to leverage data to inform and support critical decisions, including the use of SQL and data visualization tools
Preferred Qualifications
7+ years of experience in technology, consulting, operations or other highly agile, project based environments
Prior experience with conversational AI product optimization and/ or generative AI product development
SQL/ Python/ prompt engineering skills strongly preferred
MBA or equivalent training/ experience
Strategic alignment, able to bring key stakeholders across functions together
Entrepreneurial spirit - the drive to continue building and improving all processes
A desire to learn, highly motivated self-starter, with an eagerness to learn and grow
Experience developing and delivering executive communications
Visionary and forward-thinking
Resilience and the ability to 'fail fast'
Obsession for delivering great customer experience
For Chicago, IL-based roles: The base salary range for this role is USD$137,000 per year - USD$152,000 per year. For New York, NY-based roles: The base salary range for this role is USD$152,000 per year - USD$169,000 per year. For Phoenix, AZ-based roles: The base salary range for this role is USD$122,000 per year - USD$135,500 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$152,000 per year - USD$169,000 per year. For Washington, DC-based roles: The base salary range for this role is USD$152,000 per year - USD$169,000 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
