Program Manager, Airports & Venues CX
Uber · Chicago, IL · 1 mo ago
Project Management$146k/yrFull-time
We need to output HTML fragment with sections: About the role (already present), Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content.
We need to parse the posting.
Content:
- About The Role: paragraph(s) describing role, importance, etc.
- Responsibilities: The posting mentions: "As Program Manager, Airports & Venues CX, you will own the global defect reduction program - the most consequential initiative within this domain. You are the person who understands what is driving each basis point of airport defect rates across key issues such as fare disputes, cancellations, lost items or transaction issues at our priority hubs, and builds the cross-functional machine that surfaces customer insights, quantifies root causes drives and advocates for product and on ground improvements to bring that number down - structurally, not episodically."
That's responsibilities.
- Requirements: maybe "This role is ideal for a senior CX, support operations, product operations, or travel operations leader who combines analytical rigor, customer empathy, AI fluency, and deep comfort operating in complex physical environments such as airports, airlines, mobility platforms, hospitality, logistics, or large-scale venues."
That's requirements/qualifications.
- Skills: maybe not explicit separate list; could be derived: analytical rigor, customer empathy, AI fluency, deep comfort operating in complex physical environments, cross-functional collaboration, data-driven solutions, etc. But we need to only include if posting has real specific content. There's no explicit "Skills" heading but we can infer from responsibilities/requirements. However guidelines: "Prefer a few substantive sections over many thin ones." We could combine Requirements and Skills? But they ask to use headings for those categories if content exists. We have content for Requirements (senior leader etc). We could also have Skills (analytical rigor, customer empathy, AI fluency, deep comfort operating in complex physical environments). Might be okay.
- Benefits: posting mentions: "For all US locations, 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." Also later: "You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits." Also "Offices remain key to collaboration and Uber's culture. 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." That's schedule/location requirement.
- Pay: specific salary ranges per location: Chicago, NYC, Phoenix, SF. So we have Pay section.
- Schedule: mention in-office requirement: at least 50% time in-office, some roles require full-time in-office. That's schedule.
We need to avoid boilerplate like EEO, etc. Remove those.
We must not repeat job title as heading. Not include Job ID.
We must output only HTML fragment.
Structure: Use for each section heading. Use
for each section heading. Use - for any list of duties/requirements/benefits. Use
for prose.
We need to decide what goes into lists vs paragraphs.
About the role: likely prose paragraph(s). Could be multiple paragraphs but we can combine into one
with line breaks? Probably just one
containing the text.
Responsibilities: could be a list of duties: own global defect reduction program, understand drivers of defect rates, build cross-functional machine, surface insights, quantify root causes, advocate for product and on-ground improvements. Could be bullet list.
Requirements: could be bullet list: senior CX/support ops/product ops/travel operations leader, analytical rigor, customer empathy, AI fluency, deep comfort operating in complex physical environments (airports, airlines, mobility platforms, hospitality, logistics, large-scale venues). Could be bullet.
Skills: maybe not needed if we covered in requirements. But we could separate: Skills: analytical rigor, customer empathy, AI fluency, deep comfort operating in complex physical environments, cross-functional collaboration, data-driven decision making. However that may be redundant. The instruction: "Prefer a few substantive sections over many thin ones." So maybe we combine Requirements and Skills into one section? But they ask to use headings for those categories if content exists. We have content for Requirements; we could also have Skills but it's thin. Better to omit Skills section if not explicitly stated. The posting does not have a separate "Skills" heading; we can infer but it's not explicit. Safer to omit Skills.
Benefits: bullet list: bonus program, equity award, other compensation, 401(k) plan, various benefits (maybe unspecified). Could list: bonus program, equity award, other compensation, 401(k) plan.
Pay: bullet list of salary ranges per location.
Schedule: bullet list: at least 50% in-office unless approved for full remote; some roles require full-time in-office.
We need to ensure we don't include filler like "commensurate with experience". Not present.
Now produce HTML.
We'll start with
About the role
then ...
Then Responsibilities
- ...
...
Then Requirements
...
Then Benefits
...
Then Pay
...
Then Schedule
...
Make sure to preserve all substantive information. Let's extract exact phrasing.
About the role text: The first paragraph: "Airports and venues are Uber's highest-stakes customer experience moments. Airports alone account for approximately 15% of Uber's Mobility Gross Bookings globally - a disproportionate share driven by our premium portfolio, high-value riders, and the structural complexity of airport operations across 100+ priority hubs worldwide. On a platform completing more than 40 million trips every day, airport journeys punch well above their weight: they disproportionately shape how business travelers, tourists, and premium users perceive Uber. A single poor experience at a priority hub doesn't just generate a support ticket; it drives churn among the cohort most likely to be first-trip riders, most likely to upgrade to premium products, and most likely to become long-term brand advocates. The Airports & Venues CX program owns the global strategy to eliminate that friction at scale. We sit at the intersection of Ops, Product, and CX - translating on-the-ground airport complexity (staging lots, regulatory constraints, fare structures, matching algorithms, wayfinding failures) into systemic, data-driven solutions that reduce defects across the top 100+ priority airports worldwide including venues. As Program Manager, Airports & Venues CX, you will own the global defect reduction program - the most consequential initiative within this domain. You are the person who understands what is driving each basis point of airport defect rates across key issues such as fare disputes, cancellations, lost items or transaction issues at our priority hubs, and builds the cross-functional machine that surfaces customer insights, quantifies root causes drives and advocates for product and on ground improvements to bring that number down - structurally, not episodically. This role is ideal for a senior CX, support operations, product operations, or travel operations leader who combines analytical rigor, customer empathy, AI fluency, and deep comfort operating in complex physical environments such as airports, airlines, mobility platforms, hospitality, logistics, or large-scale venues."
We could split About the role into two paragraphs: first part up to "The Airports & Venues CX program owns the global strategy..." then responsibilities part. But we have separate Responsibilities section, so we should not duplicate. Better to keep About the role as introductory description before responsibilities. So we can take the first part up to "The Airports & Venues CX program owns the global strategy to eliminate that friction at scale." That's about the role. Then responsibilities start with "As Program Manager..." etc.
Thus About the role paragraph: "Airports and venues are Uber's highest-stakes customer experience moments. Airports alone account for approximately 15% of Uber's Mobility Gross Bookings globally - a disproportionate share driven by our premium portfolio, high-value riders, and the structural complexity of airport operations across 100+ priority hubs worldwide. On a platform completing more than 40 million trips every day, airport journeys punch well above their weight: they disproportionately shape how business travelers, tourists, and premium users perceive Uber. A single poor experience at a priority hub doesn't just generate a support ticket; it drives churn among the cohort most likely to be first-trip riders, most likely to upgrade to premium products, and most likely to become long-term brand advocates. The Airports & Venues CX program owns the global strategy to eliminate that friction at scale. We sit at the intersection of Ops, Product, and CX - translating on-the-ground airport complexity (staging lots, regulatory constraints, fare structures, matching algorithms, wayfinding failures) into systemic, data-driven solutions that reduce defects across the top 100+ priority airports worldwide including venues."
Now Responsibilities: "As Program Manager, Airports & Venues CX, you will own the global defect reduction program - the most consequential initiative within this domain. You are the person who understands what is driving each basis point of airport defect rates across key issues such as fare disputes, cancellations, lost items or transaction issues at our priority hubs, and builds the cross-functional machine that surfaces customer insights, quantifies root causes drives and advocates for product and on ground improvements to bring that number down - structurally, not episodically."
We could break into bullet list:
- Own the global defect reduction program (most consequential initiative).
- Understand drivers of airport defect rates (fare disputes, cancellations, lost items, transaction issues) at priority hubs.
- Build cross-functional machine to surface customer insights, quantify root causes, and advocate for product and on-ground improvements to reduce defects structurally.
Now Requirements: "This role is ideal for a senior CX, support operations, product operations, or travel operations leader who combines analytical rigor, customer empathy, AI fluency, and deep comfort operating in complex physical environments such as airports, airlines, mobility platforms, hospitality, logistics, or large-scale venues."
Bullet list:
- Senior CX, support operations, product operations, or travel operations leader.
- Analytical rigor.
- Customer empathy.
- AI fluency.
- Deep comfort operating in complex physical environments (airports, airlines, mobility platforms, hospitality, logistics, large-scale venues).
Benefits: "For all US locations, 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." Also later: "You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits." So we can list:
- Bonus program eligibility.
- Potential equity award and other compensation.
- 401(k) plan eligibility for full-time employees.
- Various benefits (unspecified).
Pay: Specific ranges:
- Chicago, IL: USD $146,000 - USD $162,000 per year.
- New York City, NY: USD $162,000 - USD $180,000 per year.
- Phoenix, AZ: USD $130,000 - USD $144,000 per year.
- San Francisco, CA: USD $162,000 - USD $180,000 per year.
We can bullet each.
Schedule: "Offices remain key to collaboration and Uber's culture. 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."
Bullet list:
- Unless approved for full remote work, employees must spend at least 50% of time in-office.
- Some roles (e.g., greenlight hubs) require full-time in-office
for prose. We need to decide what goes into lists vs paragraphs. About the role: likely prose paragraph(s). Could be multiple paragraphs but we can combine into one
with line breaks? Probably just one
containing the text. Responsibilities: could be a list of duties: own global defect reduction program, understand drivers of defect rates, build cross-functional machine, surface insights, quantify root causes, advocate for product and on-ground improvements. Could be bullet list. Requirements: could be bullet list: senior CX/support ops/product ops/travel operations leader, analytical rigor, customer empathy, AI fluency, deep comfort operating in complex physical environments (airports, airlines, mobility platforms, hospitality, logistics, large-scale venues). Could be bullet. Skills: maybe not needed if we covered in requirements. But we could separate: Skills: analytical rigor, customer empathy, AI fluency, deep comfort operating in complex physical environments, cross-functional collaboration, data-driven decision making. However that may be redundant. The instruction: "Prefer a few substantive sections over many thin ones." So maybe we combine Requirements and Skills into one section? But they ask to use headings for those categories if content exists. We have content for Requirements; we could also have Skills but it's thin. Better to omit Skills section if not explicitly stated. The posting does not have a separate "Skills" heading; we can infer but it's not explicit. Safer to omit Skills. Benefits: bullet list: bonus program, equity award, other compensation, 401(k) plan, various benefits (maybe unspecified). Could list: bonus program, equity award, other compensation, 401(k) plan. Pay: bullet list of salary ranges per location. Schedule: bullet list: at least 50% in-office unless approved for full remote; some roles require full-time in-office. We need to ensure we don't include filler like "commensurate with experience". Not present. Now produce HTML. We'll start with
About the role
then...
ThenResponsibilities
- ... ...
Requirements
- ...
Then
Benefits
- ...
Then
Pay
- ...
Then
Schedule
- ...
Make sure to preserve all substantive information. Let's extract exact phrasing.
About the role text: The first paragraph: "Airports and venues are Uber's highest-stakes customer experience moments. Airports alone account for approximately 15% of Uber's Mobility Gross Bookings globally - a disproportionate share driven by our premium portfolio, high-value riders, and the structural complexity of airport operations across 100+ priority hubs worldwide. On a platform completing more than 40 million trips every day, airport journeys punch well above their weight: they disproportionately shape how business travelers, tourists, and premium users perceive Uber. A single poor experience at a priority hub doesn't just generate a support ticket; it drives churn among the cohort most likely to be first-trip riders, most likely to upgrade to premium products, and most likely to become long-term brand advocates. The Airports & Venues CX program owns the global strategy to eliminate that friction at scale. We sit at the intersection of Ops, Product, and CX - translating on-the-ground airport complexity (staging lots, regulatory constraints, fare structures, matching algorithms, wayfinding failures) into systemic, data-driven solutions that reduce defects across the top 100+ priority airports worldwide including venues. As Program Manager, Airports & Venues CX, you will own the global defect reduction program - the most consequential initiative within this domain. You are the person who understands what is driving each basis point of airport defect rates across key issues such as fare disputes, cancellations, lost items or transaction issues at our priority hubs, and builds the cross-functional machine that surfaces customer insights, quantifies root causes drives and advocates for product and on ground improvements to bring that number down - structurally, not episodically. This role is ideal for a senior CX, support operations, product operations, or travel operations leader who combines analytical rigor, customer empathy, AI fluency, and deep comfort operating in complex physical environments such as airports, airlines, mobility platforms, hospitality, logistics, or large-scale venues."
We could split About the role into two paragraphs: first part up to "The Airports & Venues CX program owns the global strategy..." then responsibilities part. But we have separate Responsibilities section, so we should not duplicate. Better to keep About the role as introductory description before responsibilities. So we can take the first part up to "The Airports & Venues CX program owns the global strategy to eliminate that friction at scale." That's about the role. Then responsibilities start with "As Program Manager..." etc.
Thus About the role paragraph: "Airports and venues are Uber's highest-stakes customer experience moments. Airports alone account for approximately 15% of Uber's Mobility Gross Bookings globally - a disproportionate share driven by our premium portfolio, high-value riders, and the structural complexity of airport operations across 100+ priority hubs worldwide. On a platform completing more than 40 million trips every day, airport journeys punch well above their weight: they disproportionately shape how business travelers, tourists, and premium users perceive Uber. A single poor experience at a priority hub doesn't just generate a support ticket; it drives churn among the cohort most likely to be first-trip riders, most likely to upgrade to premium products, and most likely to become long-term brand advocates. The Airports & Venues CX program owns the global strategy to eliminate that friction at scale. We sit at the intersection of Ops, Product, and CX - translating on-the-ground airport complexity (staging lots, regulatory constraints, fare structures, matching algorithms, wayfinding failures) into systemic, data-driven solutions that reduce defects across the top 100+ priority airports worldwide including venues."
Now Responsibilities: "As Program Manager, Airports & Venues CX, you will own the global defect reduction program - the most consequential initiative within this domain. You are the person who understands what is driving each basis point of airport defect rates across key issues such as fare disputes, cancellations, lost items or transaction issues at our priority hubs, and builds the cross-functional machine that surfaces customer insights, quantifies root causes drives and advocates for product and on ground improvements to bring that number down - structurally, not episodically."
We could break into bullet list:
- Own the global defect reduction program (most consequential initiative).
- Understand drivers of airport defect rates (fare disputes, cancellations, lost items, transaction issues) at priority hubs.
- Build cross-functional machine to surface customer insights, quantify root causes, and advocate for product and on-ground improvements to reduce defects structurally.
Now Requirements: "This role is ideal for a senior CX, support operations, product operations, or travel operations leader who combines analytical rigor, customer empathy, AI fluency, and deep comfort operating in complex physical environments such as airports, airlines, mobility platforms, hospitality, logistics, or large-scale venues."
Bullet list:
- Senior CX, support operations, product operations, or travel operations leader.
- Analytical rigor.
- Customer empathy.
- AI fluency.
- Deep comfort operating in complex physical environments (airports, airlines, mobility platforms, hospitality, logistics, large-scale venues).
Benefits: "For all US locations, 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." Also later: "You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits." So we can list:
- Bonus program eligibility.
- Potential equity award and other compensation.
- 401(k) plan eligibility for full-time employees.
- Various benefits (unspecified).
Pay: Specific ranges:
- Chicago, IL: USD $146,000 - USD $162,000 per year.
- New York City, NY: USD $162,000 - USD $180,000 per year.
- Phoenix, AZ: USD $130,000 - USD $144,000 per year.
- San Francisco, CA: USD $162,000 - USD $180,000 per year.
We can bullet each.
Schedule: "Offices remain key to collaboration and Uber's culture. 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."
Bullet list:
- Unless approved for full remote work, employees must spend at least 50% of time in-office.
- Some roles (e.g., greenlight hubs) require full-time in-office