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Sr Program Manager, Uber Freight Support, Chicago, Illinois

CategoryCommunity Operations
CountryUnited States
About The Role

As the Freight Support Program Manager for the US & Canada team, you will serve as a process-design and industry expert who will manage and optimize our Freight customer service lines of business. You will advance initiatives throughout the organization by steering cross functional teams to integrate process and technology improvements, as well as work closely with business partners to stay up to date with the newest trends and launches. This role requires excellent stakeholder management, organizational, and problem-solving skills, as well as the ability to clearly communicate and present information to seek consensus. As a senior member of the team, you're expected to run projects autonomously while maintaining a good balance in reporting out progress and results to partners.

What You'll Do

• Improve operational performance by using a data-driven approach for issue identification, root cause analysis, and improvement rollouts.
• Create actionable, specific KPIs and support metrics for the Freight support program.
• Inform the creation of performance dashboards to track success and own regular updates on performance vs goals to key partners.
• Provide project updates and gain stakeholder alignment on initiatives to ensure they are connected to the larger Community Operations goals; ensure projects are properly defined and scoped
• Be on the forefront of trends impacting the Freight support program.
• Be the source of knowledge to train, educate, and answer questions from project managers, customer service representatives (CSRs) or other stakeholders in the organization.
• Develop, maintain, and QA content for Customer Service Representatives (CSRs) to ensure that the voice, tone, and brand of support is consistent and effective

What You'll Need

• Minimum of 5 years of professional experience
• Experience building efficient processes that scale across a large organization
• Experience managing cross-functional projects and stakeholders, powered by data-driven insight
• Self-motivated with a strong affinity for vision setting, strategic problem solving and driving action
• Strong written and verbal communication skills across diverse functions and teams
• Demonstrated success in uncovering data to inform customer-oriented decisions
• Experience with process optimization, program management, customer support strategy or quality assurance
• A passion for positive disruption and the constant improvement of the Freight industry

About the Team

As Uber continues to expand its services and technologies around the world, the Community Operations (CommOps) team is looking for a highly motivated hands-on leader who thrives in a fast-paced cross-functional environment and is excited to improve our Freight customer support.

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

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.

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://forms.gle/aDWTk9k6xtMU25Y5A).