Program Lead, AV Remote Assistance Operations Enablement

About The Role And Team

Leading at Uber means setting direction in motion, not waiting for perfect conditions. As a Program Leader, you will act as a strategic and organizational partner to senior leadership, driving the high-leverage initiatives that keep our global support engine running. You will build high-performing teams in ambiguous environments, making hard calls under pressure and carrying the weight of decisions that define how we support millions of users across the globe.

What You'll Do

• Lead Operationalization: Incorporate program and operational standards into clear implementation plans, workstreams, owners, timelines, dependencies and success criteria.
• Own Launch Execution: Create readiness checklists, launch trackers, risk registers, decision logs and stabilization plans.
• Build Operating Cadences: Establish weekly business reviews, launch readiness forums, issue triage cadences and other highly cross-functional meetings.
• Manage Performance Metrics: Use operational data to drive clear recommendations for leadership, internal teams and partner stakeholders.
• Own Change Management: Partner with Product, Engineering, Operations, Training, Analytics, Safety and external partners to ensure product and process changes are ready for operational deployment.

Basic Qualifications

• 5+ years of experience in operations, program management, product operations, consulting, strategy or analytics
• Bachelor's degree

Preferred Qualifications

• Experience with remote assistance, remote support, technical support, command center operations or real-time operational workflows
• Experience managing complex operational programs involving cross-functional internal teams and external partners or vendors
• Experience building operational readiness plans, launch frameworks, process documentation, performance management mechanisms and governance structures
• Strong analytical skills, including experience defining metrics, interpreting operational data, building scorecards and using data to drive decisions
• Strong technical fluency, with the ability to quickly understand complex tools, workflows, systems and product constraints
• Experience working with Product, Engineering, Operations, Analytics, Training, Safety, Compliance or similar technical and operational teams
• Excellent written and verbal communication skills, including experience preparing executive-level updates, business reviews or decision documents
• Ability to navigate ambiguity, impose structure and drive alignment without direct authority
• Strong judgment, attention to detail and comfort operating in a fast-paced, high-stakes environment