דרושים Program Leader Merchant Cx ב-Uber ב-ארהב

More specifically, on the Merchant Finance team, you will support the efficient scaling of the commercial organization through financial reporting, analytics, and sales planning. You will leverage operational and financial data to deliver meaningful analysis that informs decisions across teams. You will work on things like:

1. Measuring ROI and optimizing Sales capital allocation
2. Driving GTM planning and sales quota setting
3. Developing analytics to guide strategic decisions for Sales leadership

What You’ll Do

• Financial & Operational Planning: Partner with company leaders to develop financial forecasts and operational goals
• Partner with the business: To apply business judgment and financial insights to assist with decision-making related to new initiatives, products, and business opportunities
• Sophisticated financial modeling: Break complex business problems down into components, and build models from scratch as well as improve existing models
• Strategic Thinking & Execution Excellence: Partner with your team to execute projects and operationalize our insights
• Be creative, adaptive, and eager to learn new technical skill sets

Basic Qualifications

• 6+ years of proven experience.
• BS/BA in Finance, Accounting, Economics or other relevant subjects.

Preferred Qualifications

• Basic knowledge of GAAP.
• Experience with enterprise-level financial planning systems, SQL, and/or statistical software packages is a plus!
• Prior financial and/or analytical experience, including FP&A, investment banking, management consulting, private equity, or operations.
• Outstanding analytical skills - standard methodologies are second-nature, your models are efficient, scalable, and intuitive
• Excellent communication and people skills - numbers are key, but a business is built with people.
• Self-starter - you will take initiative, be dedicated, set and drive toward goals.
• Ability to prioritize - we are consistently working on multiple projects at any given time, so we are looking for someone who is comfortable working in an ambiguous environment and has the ability to multitask optimally.
• Strong, team-oriented collaborator, with confidence and flexibility to perform in nimble, rapidly changing and growing environments, as well as build relationships and gain credibility.

For New York, NY-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year.

What You Will Do

• Analyze support escalations data to identify root causes and trends impacting customer experience, and collaborate with relevant teams to implement solutions.
• Lead cross-functional initiatives to drive defect reduction and process improvements across Product, Policy, and Support functions.
• Develop and present clear reports and insights to senior stakeholders and global partners to inform strategic decision-making.
• Manage ongoing communication and alignment with multiple teams to ensure timely resolution of high-priority customer issues.
• Improve support case resolution rates by identifying bottlenecks and working with teams to optimize workflows and resources.
• Support the creation and maintenance of escalation handling frameworks and best practices to improve operational effectiveness.

What You Will Need

• At least 3+ years of Customer Support related Program Leadership experience is required!
• Advanced analytical and problem-solving skills with a proven track record of driving root cause analysis and systemic improvements using complex support and escalation data.
• Demonstrated ability to lead cross-functional collaboration and influence senior stakeholders across Product, Policy, Operations, and Support teams to resolve high-impact customer issues.
• Excellent communication and storytelling skills, capable of presenting complex insights clearly and persuasively to diverse audiences including leadership and global partners.
• Experience with advanced data analysis tools and techniques (e.g., SQL, Excel, BI platforms) to extract actionable insights from large and complex datasets.
• Background in customer experience, support operations, or escalation management within a fast-paced tech or consumer-facing environment.
• Proven success in driving process improvements and defect reduction initiatives that have significantly enhanced customer satisfaction or operational efficiency.
• Strong project management skills with experience coordinating cross-functional teams and managing multiple priorities to deliver impactful results.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .

What you'll do:

1. Execute CX Strategy: Lead the execution of comprehensive customer experience strategies that align with business objectives, focusing on enhancing user satisfaction, loyalty, and long-term growth. Drive alignment across regional and global teams to ensure consistent, high-quality experiences at scale.
2. Drive Operational Excellence: Oversee the operational management of customer experience programs. Drive efficiency initiatives, cost management, and process improvements to maximize impact and resource utilization.
3. Lead Cross-Functional collaboration: Foster strong partnerships with key departments (e.g., Ops, Product, Tech, Business, Global teams) to align on customer experience initiatives. Act as a strategic liaison to ensure seamless execution and cross-departmental synergies in delivering customer-focused outcomes.
4. Champion Customer-Centric strategy across the Organization: Advocate for customer-centric initiatives within strategic discussions, ensuring that customer needs and feedback are central to decision-making.
5. Leverage Data to Inform Strategy & Operational Decisions: Utilize data and analytics to measure the effectiveness of CX strategies and operational performance. Provide actionable insights to refine and adapt strategies, identify opportunities for operational improvements, and support business growth.
6. Monitor Program Performance & Report on Results: Regularly assess program performance against KPIs and business objectives. Provide senior leadership with insights on progress, challenges, and opportunities, ensuring timely adjustments to keep programs on track.
7. Align Global and Regional Teams for Scalability: Ensure alignment between global and regional teams to scale customer experience operations efficiently. Support localization efforts where necessary while maintaining a consistent experience across markets.

Basic Qualifications

1. Program Management expertise: 5+ years of experience leading complex, cross-functional programs with a proven track record of flawless execution and delivering meaningful business outcomes.
2. Product Development leadership: Demonstrated success in driving product development initiatives from concept through launch. Deep understanding of the product lifecycle, strong collaboration with Tech teams, and hands-on experience with agile methodologies.
3. Stakeholder Management: Skilled in influencing and aligning cross-functional teams. Strong ability to navigate organizational dynamics to build consensus and drive shared goals.
4. Strategic Thinking & Problem Solving: Proven ability to think strategically and solve complex challenges. Skilled at developing actionable strategies that support both short-term execution and long-term growth, with a focus on operational efficiency and adaptability in fast-changing environments.
5. Digital Customer Experience : In-depth knowledge of omnichannel experience design and optimization—including chat, email, phone, social, in-app messaging, and other digital platforms—to enhance the end-to-end customer journey.
6. Data-Driven Decision Making: Advanced analytical skills with the ability to interpret customer insights, NPS/CSAT metrics, and behavioral data to define strategies. Experienced in using dashboards, reporting tools, and customer data platforms to drive performance.
7. Voice of the Customer (VoC) Programs: Experienced in designing and scaling VoC programs to systematically capture, analyze, and act on customer feedback across all touchpoints—closing the loop between insight and action.
8. Customer-Centric mindset: Deeply committed to delivering world-class customer experiences and embedding customer-centric thinking into team culture and strategic decision-making. Advocates for the customer at every level of the organization.
9. Well developed communication: Skilled in crafting and delivering clear, compelling communications—across presentations, written content, and everyday interactions—to effectively inspire, inform, and align stakeholders at all levels. Adept at tailoring messages to diverse audiences to drive clarity, engagement, and action.
10. Multilingual Fluency: Fluent in English and Spanish; working proficiency in Portuguese is a plus.
11. Location Requirement: Must be available to work onsite at our Mexico or Sao Paulo office.

Preferred Qualifications

1. Experience in Tech or High-Growth Environments: Background in fast-paced tech companies (e.g., Amazon, Meta, Uber, DiDi, etc.) where customer-centricity, operational excellence, and agility are critical. Experience navigating complex organizational structures and delivering results at scale.
2. SQL & Data Literacy: Working knowledge of SQL and data analysis tools to independently query, analyze, and visualize customer data. Ability to partner effectively with Data/BI teams to inform decision-making and uncover insights.
3. Agile Program Management: Solid understanding of Agile principles and experience working within Agile or hybrid environments. Comfortable collaborating with Product and Engineering teams using frameworks like Scrum or SAFe.
4. Global or Cross-Cultural Team Management: Experience working in or leading teams across different cultures, time zones, and business contexts. Sensitivity to cultural nuances and the ability to adapt communication and leadership style accordingly.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .

What the Candidate Will Do

1. Manage team performance and drive results, guide adherence to policies
2. Lead, coach, mentor, and motivate employees
3. Partner with the Recruiting team on hiring
4. Lead improvements on support logic and processes
5. Address and resolve escalations or further escalate
6. Maintain stakeholder relationships
7. Drive accountability for policies and other guidelines
8. Execute root cause analysis action plans from escalations and agents’ performance
9. Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development
10. Complete administrative and HR related tasks for the team

Basic Qualifications

• Some experience in retail, hospitality, or customer service in-person or contact center environment
• FOR INTERNALS: At least 1 year of informal leadership or SME experience
• FOR EXTERNALS: At least 1 year of people management experience
• Basic project management skills
• Proficiency in Google Suite
• Schedule flexibility for a 24/7 environment

Preferred Qualifications

• Supervisory or leadership experience—You have a demonstrated ability to set team goals, drive accountability, develop talent, and stay calm through challenging situations
• Maintain a positive, can-do demeanor and encourage others to do the same
• Excellent written and verbal communication skills
• Excellent interpersonal skills – You establish trust and effective working relationships with internal and external partners
• Strong time-management and organizational habits —You prioritize work effectively and drive multiple projects to completion at once

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$29.50 per hour.

You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link .

About the Role

As a People Operations Program Manager, you will oversee a diverse range of People-focused programs to support our continued growth. You will play a key role in driving continuous improvement of processes & controls while ensuring an exceptional employee experience.

What You’ll Do

• Lead Cross-Functional People Programs: Drive high-impact initiatives across the employee lifecycle, with a strong emphasis on compliance, operational excellence, and elevating the overall employee experience. Ensure programs are globally aligned yet locally adaptable.
• System & Compliance Governance: Design, launch, and manage internal compliance campaigns—including mandatory trainings, policy acknowledgments, and audit processes—by leveraging systems and data-driven oversight. Ensure timely execution, rigorous tracking, and alignment with key stakeholders.
• Vendor & BPO Management: Oversee external partnerships with vendors and BPO providers, ensuring service excellence through well-defined SLAs, robust data insights, and proactive relationship management to continuously optimize performance.
• Data-Driven Decision Making: Monitor and analyze operational data, service metrics, and KPIs to identify trends, surface inefficiencies, and implement improvements that streamline HR operations and enhance service delivery.
• Scalable Solutions & Enablement: Build intuitive tools, templates, process documentation, and communication strategies to ensure operational scalability and long-term sustainability of people programs.
• Stakeholder Engagement & Collaboration: Partner closely with global shared services and subject matter experts to co-design and implement solutions. Cultivate trusted relationships with internal stakeholders to ensure programs are employee-centric and strategically aligned.
• Feedback & Reporting: Deliver meaningful insights and actionable feedback to senior leadership, highlighting opportunities to improve policies, processes, compliance health, and the employee journey.
• Project Leadership: Lead global and regional projects from planning through execution, ensuring cross-functional coordination and delivery of measurable outcomes aligned with strategic business priorities.

Basic Qualifications

• 4+ years of experience in Human Resources with a strong focus on shared services and/or HR operations
• Bachelors Degree
• Demonstrated expertise in project and program management, with a proven track record of leading strategic initiatives across global organizations

Preferred Qualifications

• Experience with Oracle HCM, AI tools, vendor management, and compliance operations
• In-depth knowledge of local HR practices, policies, and programs across diverse regions.
• Excellent communication, presentation, and influencing skills, with the ability to engage stakeholders at all levels.
• Skilled in managing complex, cross-functional projects while effectively balancing competing priorities and timelines.
• Strong problem-solving, critical thinking, and analytical skills, with the ability to turn data into actionable insights.
• Experience with HRIS platforms, data analytics, business intelligence tools, and lean process improvement methodologies (e.g., Six Sigma).
• Proven ability to build and manage vendor relationships, including contract negotiation and performance evaluation.
• Prior experience applying change management principles to support large-scale organizational initiatives.
• Working knowledge of AI tools, including ChatGPT and Google Gemini, with the ability to apply them to enhance HR operations, productivity, and strategic planning.

About the Role

As a TPM in this role, you will own and drive large, complex cross-team technical initiatives for Platform Engineering in one or more areas of Capacity, Platform Efficiency, Reliability, Cloud, modernization, and Security. Only a few and very high-impact programs at Uber will have TPMs assigned to them, and those programs require a cross-functional engagement among stakeholders and leadership to succeed.

Specifically, you will own the problem space, work closely with engineering leads to conceptualize solutions, organize/align multiple engineering teams for delivery, and drive execution leveraging KPIs. You will look for ways to standardize, ensure execution is efficient and consistent, and set accountability by tracking progress, resolving dependencies, identifying issues, evaluating risks, and communicating status to leadership and stakeholders. You will intrinsically act as a coach to engage and energize the product and engineering teams to achieve important goals.

What you will do:

1. Manage complex and large-scale cross-team, cross-functional initiatives. Interface with engineering managers and engineers to estimate work efforts, define milestones, and manage resources. Track progress, resolve dependencies, evaluate risks, and communicate status to upper management and program stakeholders. Engage and energize ‌project teams to achieve aggressive goals.
2. Proactively remove obstacles to drive momentum and progress. Identify communication gaps, manage issue escalations, and provide support to teams balancing competing priorities. Drive results proactively.
3. Understand technical implementation at the architecture level and propose technical alternatives when necessary. Ask questions that clarify priorities and push the team to be highly effective. Develop broad domain and technical knowledge.
4. Understand product compromises. Have the end customer in mind and be able to bridge between end customer and technical aspects with a data-driven approach to increase our efficiency.
5. Help manage the cross-functional strategic planning and business planning process, leading conversations with key stakeholders to develop concepts for strategic initiatives, and developing those into detailed program / project plans (including roadmaps, funding planning, resource planning, clear objectives, measurable outcomes, and hiring goals).
6. Continuously improve and scale the organization. Implement continuous improvements to the engineering organization and the program management process. Share program/project process frameworks, tools, and best practices that can be adopted throughout the organization. Improve product development and delivery. Mentor project management skills within our engineering leadership team.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .

1. Execute CX Strategy : Lead the execution of comprehensive customer experience strategies that align with business objectives, focusing on enhancing user satisfaction, loyalty, and long-term growth. Drive alignment across regional and global teams to ensure consistent, high-quality experiences at scale.
2. Drive Operational Excellence : Oversee the operational management of customer experience programs. Drive efficiency initiatives, cost management, and process improvements to maximize impact and resource utilization.
3. Lead Cross-Functional collaboration : Foster strong partnerships with key departments (e.g., Ops, Product, Tech, Business, Global teams) to align on customer experience initiatives. Act as a strategic liaison to ensure seamless execution and cross-departmental synergies in delivering customer-focused outcomes.
4. Champion Customer-Centric strategy across the Organization : Advocate for customer-centric initiatives within strategic discussions, ensuring that customer needs and feedback are central to decision-making.
5. Leverage Data to Inform Strategy & Operational Decisions : Utilize data and analytics to measure the effectiveness of CX strategies and operational performance. Provide actionable insights to refine and adapt strategies, identify opportunities for operational improvements, and support business growth.
6. Monitor Program Performance & Report on Results : Regularly assess program and initiative performance against KPIs and business objectives. Provide senior leadership with insights on progress, challenges, and opportunities, ensuring timely adjustments to keep programs on track.
7. Align Global and Regional Teams for Scalability : Ensure alignment between global and regional teams to scale customer experience operations efficiently. Support localization efforts where necessary while maintaining a consistent experience across markets.

1. Program Management expertise : 5+ years of experience leading complex, cross-functional programs with a proven track record of flawless execution and delivering meaningful business outcomes.
2. Product Development leadership : Demonstrated success in driving product development initiatives from concept through launch. Deep understanding of the product lifecycle, strong collaboration with Tech teams, and hands-on experience with agile methodologies.
3. Digital Customer Experience : In-depth knowledge of omnichannel experience design and optimization—including chat, email, phone, social, in-app messaging, and other digital platforms—to enhance the end-to-end customer journey.
4. Stakeholder Management: Skilled in influencing and aligning cross-functional teams. Strong ability to navigate organizational dynamics to build consensus and drive shared goals.
5. Strategic Thinking & Problem Solving : Proven ability to think strategically and solve complex challenges. Skilled at developing actionable strategies that support both short-term execution and long-term growth, with a focus on operational efficiency and adaptability in fast-changing environments.
6. Data-Driven Decision Making : Advanced analytical skills with the ability to interpret customer insights, NPS/CSAT metrics, and behavioral data to define strategies. Experienced in using dashboards, reporting tools, and customer data platforms to drive performance.
7. Voice of the Customer (VoC) Programs : Experienced in designing and scaling VoC programs to systematically capture, analyze, and act on customer feedback across all touchpoints—closing the loop between insight and action.
8. Customer-Centric mindset : Deeply committed to delivering world-class customer experiences and embedding customer-centric thinking into team culture and strategic decision-making. Advocates for the customer at every level of the organization.
9. Well developed communication : Skilled in crafting and delivering clear, compelling communications—across presentations, written content, and everyday interactions—to effectively inspire, inform, and align stakeholders at all levels. Adept at tailoring messages to diverse audiences to drive clarity, engagement, and action.
10. Multilingual Fluency : Fluent in English and Spanish; working proficiency in Portuguese is a plus

1. Experience in Tech or High-Growth Environments : Background in fast-paced tech companies (e.g., Amazon, Meta, Uber, DiDi, etc.) where customer-centricity, operational excellence, and agility are critical. Experience navigating complex organizational structures and delivering results at scale.
2. SQL & Data Literacy : Working knowledge of SQL and data analysis tools to independently query, analyze, and visualize customer data. Ability to partner effectively with Data/BI teams to inform decision-making and uncover insights.
3. Agile Program Management : Solid understanding of Agile principles and experience working within Agile or hybrid environments. Comfortable collaborating with Product and Engineering teams using frameworks like Scrum or SAFe.
4. Global or Cross-Cultural Team Management : Experience working in or leading teams across different cultures, time zones, and business contexts. Sensitivity to cultural nuances and the ability to adapt communication and leadership style accordingly.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .