Program Manager

Duties

• Build a best-in-class, standardized program responsible for coordinating and implementing across regions within a time-sensitive environment to enable delivery on operational critical metrics.
• Develop an in-depth understanding of customer experience by incorporating quantitative and qualitative insights.
• Collaborate within the team and other teams to consolidate different viewpoints, clarify problem statements, identify strategy, and develop high-impact solutions.
• Establish processes and performance management systems to improve customer experiences associated with remediation and recovery when a false positive occurs on refund and appeasement decision making.
• Provide project and key partner alignment on initiatives to ensure they are connected to the larger customer support and product goals; ensuring projects are properly defined and scoped with charters that include well-written problem statements and quantifiable goals and baseline data.
• Develop a reporting cadence on performance, trends, and projects designed to standardize, improve processes, and enable better performance of the program.
• Find opportunities in our processes and operational models, driving strategic projects aimed at making improvements with global impact.
• Serve as a critical thought partner in developing a best-in-class experience for the customer.

Requirements

• You will be eligible to participate in Uber's bonus program, and may be offered other types of compensation.
• You will also be eligible for various benefits.
• May telecommute.

Qualifications

• Employer will accept a Bachelor's degree in Project Management, Digital Media, Production Operations, or related field and 2 years of experience in the job offered or in a related occupation.
• Experience with process design and optimization, program management, customer support strategies, financial fraud management, and quality assurance;
• Stakeholder engagement and alignment;
• Financial management systems (i.e., using dashboards and queries to track monetary movement, detecting spikes, adjusting policies, or identifying tech issues with partner teams to reduce spend);
• JIRA for tracking workload and filing requests with partner teams;
• RAPID, RACI, and GANTT chart models to structure alignments across teams;
• Tableau and lookerstudio for collating insights from dashboards.

Benefits

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Pay

$118,000 to $144,000 per Year

Schedule

Full Time