About the Role
The Global Community Operations organization provides support to Uber Customers and various partners. We are seeking a highly motivated and experienced Autonomous Vehicles (AV) Mobility Program Manager to help define and optimize channel strategies, identify process improvement for the customer success teams, and implement new Standard Operating Procedures for AV Mobility where required. The successful candidate will be responsible for building world-class customer and partner support through leveraging existing support capabilities and defining unique, net-new autonomous vehicle needs.
What You'll Do
Design & execute high-impact initiatives that define the support experience for AV Mobility users
Improve operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement rollouts
3. Develop AV support operations procedures, issue workflows, policies and processes
Optimize automated, self- service, and / or agent driven processes
Work with tech partners to define technical requirements
Develop customer, partner, and agent facing content including saved replies, help-articles and knowledge bases
Develop escalation paths and procedures to ensure edge-cases are addressed
Generate insights for the business and product teams
Basic Qualifications
- 5+ years' of professional work experience in a related field (operations, program management, consulting, strategy, or analytics)
- Bachelor’s degree or equivalent experience
Preferred Qualifications
- Advanced proficiency in Excel/Google Sheets
- Ability to move and pivot quickly and thrive under pressure in a fast-paced, unstructured environment
- Strong problem solving and business judgment
- Strong analytical and critical thinking skills with the ability to use data to develop strategies and make decisions quickly
- Proven experience in working with diverse set of functions and stakeholders in complex organizational settings
- Strong track record in customer experience strategy or customer service environment
- SQL proficiency
- Prior industry knowledge or experience with Autonomous Vehicles
- Strong communication and presentation skills, including experience presenting data & insights to senior audiences
- Experience building deep, trust-based relationships with teams and cross-functional partners
- Experience building efficient processes that scale across a large organization
For San Francisco, CA-based roles: The base salary range for this role is USD$131,000 per year - USD$145,500 per year.
You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.
Uber is proud to be an Equal Opportunity 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.