Uber Restaurant Experience Program Leader - EMEA CommOps 

United States, West Virginia 

318942073

What you'll do

1. Program Management : Drive cross-functional projects across the customer lifecycle, identifying problems leading to restaurants getting in touch with Support. Make recommendations on how to optimize the customer journey to reduce friction and frustration. Evaluate the effectiveness of refund policies and look for ways to optimize them, looking into reducing customer churn and driving long-term engagement.
2. Leadership and Influencing: Influence horizontally and vertically across the organization by demonstrating your domain expertise and value-based thinking. Formulate robust customer experience strategies that can be easily understood and adopted across all layers of the organization.
3. Analytical Approach: Analyze and draw conclusions from data, challenge biases and fallacies, and communicate complex concepts in a narrative and story-rich way.
4. Planning & Organisation: Identify priority activities that will improve experience, and drive their implementation in a structured and efficient way.
5. Problem-Solving: Efficiently find solutions to key problems- resolve root causes and operationalize solutions; stay ahead of emerging trends and anticipate the need for harmonization when relevant to build scalable and efficient solutions.
6. Customer Centricity: Understand our consumers better than anyone else - represent them in product/process design, and champion their voice across the organization.
7. Team Enablement: Collaborate in a matrix environment to rollout strategic products/features. Cut across country complexity to harmonize and standardize approaches. Think and act from a global and tech first perspective.
8. Stakeholder Management: Understand the complex network of teams who touch the Restaurants and drive impact. Build trust and credibility as you work to manage your complex portfolio and deliver results.

Basic Qualifications

1. Minimum of 8 years of professional experience within at least one of the following fields: Customer Support, Strategy, Operations or Management Consulting.
2. Strong compassion and understanding of customers. You will be an excellent advocate for Uber's users and passionate about the community experience.
3. Data-driven and analytical approach. You can look at any spreadsheet and know the right questions to ask to get to practical outcomes, and you know how to explain data in a digestible way.
4. Very comfortable leading multiple, ongoing projects in a dynamic, fast-paced environment with shifting timelines and a complex stakeholder management matrix.

Preferred Qualifications

1. You're able to strike a detailed tone, whether you're explaining a new policy or addressing senior leaders. You can design impactful presentations and are capable of influence and persuasion.
2. You have excellent organizational skills, integrity, and great follow-through on tasks.
3. You are an exceptional communicator, capable of crafting data backed narratives with strong storytelling components.
4. Natural curiosity. You love learning how things work and you're always looking for innovative solutions. You enjoy testing different strategies and tracking the 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 .