Program Lead - AV Delivery & Enablement

We are seeking a highly motivated and experienced Autonomous Vehicles (AV) Delivery Program Manager to help manage our drone partners and new form factors or capabilities, define and optimize channel strategies, identify process improvements for the COE team, and implement new Standard Operating Procedures for AV Delivery where required. The successful candidate will build world-class customer and partner support by leveraging existing support capabilities and defining unique, net-new autonomous vehicle needs.

Responsibilities

• Design & execute high-impact initiatives that define the support experience for AV delivery users
• Improve operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement rollouts
• Manage external AV partner relationships and reporting, identifying opportunities for defect reduction and continuous improvement
• Define, launch, and scale support for new and existing partners across global markets
• 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, merchant, 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

Requirements

• 5+ years of professional work experience in a related field (operations, program management, consulting, strategy, or analytics)
• Bachelor’s degree

Preferred Qualifications

• Strong track record in customer experience strategy or customer service environment
• SQL proficiency
• 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 working with a diverse set of functions and stakeholders in complex organizational settings
• 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

Pay

• Chicago, IL: USD $146,000 – $162,000 per year
• New York City, NY: USD $162,000 – $180,000 per year
• San Francisco, CA: USD $162,000 – $180,000 per year

For all US locations, you will be eligible to participate in Uber’s bonus program and may be offered an equity award and other types of compensation. All full-time employees are eligible to participate in a 401(k) plan and receive various benefits.

Schedule

Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence.