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Program Manager, Customer Advocacy Team, Chicago, Illinois

CategoryCommunity Operations
CountryUnited States
About the Role

As a Program Manager on the Customer Advocacy team, you will lead a team of Project Specialists to ensure smooth operations and execution of customer pain points. You will own the root cause analysis , sizing and implementation of fixes in cross-functional collaboration end to end and as such, have a vast impact on the customer experience across all Uber products. You will implement methodologies to manage multiple work streams. You will deep dive into understanding customer issues holistically and help analyze the impact of your proposed solutions on key CommOps KPIs. Lastly, you'll build and improve processes that identify, mitigate or prevent poor customer support experiences, and ensure the underlying root causes are addressed.

This role is for a structured strategic thinker who is customer obsessed, consistently looks for ways to improve the customer experience, can work cross-functionally, is able to prioritize, and is able to lead through influence. Your scope will include, but is not limited to, looking for areas where there could be poor support experiences, triaging and sizing issues and being able to recommend and implement improvements, and finding operational gaps which need immediate fixing to provide a better experience for our customers. Experience in technical program management is a plus.

What You'll Do

• Manage a team of Project Specialists
• Develop processes and analytical tools to highlight gaps which are causing poor customer experiences
• Ensure people, processes and technology work together to deliver outstanding customer experiences and rebuild trust with our customers
• Define and scope projects with charters that include well-written problem statements, clear milestones and timelines, and quantifiable goals and baseline data
• Build relationships with stakeholders across Community Ope, Operations, Product, Engineering and other functions to act on the root cause of poor customer experiences
• Drive continuous improvement on existing escalations programs, and critically evaluate what is working well and what needs to be improved. Adjust the programs to meet the changing needs of the business

Basic Qualifications:

• At least 3-4 years of prior work experience in program management or a related field (e.g., consulting, operations, etc.)
• Bachelor's degree
• Ability to derive insights from data and use data to inform decisions
• Experience building efficient processes that scale across a large organization

Preferred Qualifications:

• People Management Experience
• Track record of balancing analytical strategic thinking with quick decision-making, change management, and timely execution
• Track record of building and continuously improving processes and programs supporting multiple stakeholders with often conflicting priorities
• Experience working with ambiguity in a fast-paced environment
• Experience collaborating and influencing others in a cross-functional team environment
• Exceptional communication and organization skills
• Track record of end-to-end project management, familiarity with project management tools
• Advanced Excel / data analysis skills
• Great PowerPoint / presentation skills
• Technical Program Management Skills
• Six Sigma or comparable certification

About the team

The Customer Advocate Team is a newly developed function within CommOps to analyze, size and fix ongoing issues that impact the customer experience. This team will partner with the Escalation team and LOB stakeholders to go deep on customer issues across all Uber products to find solutions end to end. Since this team is new to the CommOps ecosystem, you will be able to make your mark through a hands-on approach to problem solving and shape the future and structure of the team.

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).