Uber Senior Program Manager Rider Experience - EMEA Mobility CommOps 

United States, West Virginia 

669569155

About the Role

We are looking for a Rider Experience Program Lead to drive key initiatives aimed at transforming the rider experience. From strategy to execution, you’ll drive programs that:

• Create magical experiences across the rider journey
• Optimize policies and costs in collaboration with global teams
• Provide actionable insights to stakeholders across Product and Ops
• You’ll play a critical role in defining and operationalizing our customer experience roadmap, collaborating with cross-functional stakeholders across regions. You’ll also serve as a thought partner to senior leadership and a change agent helping our teams embrace GenAI and operational excellence.

What You'll Do

• Shape Strategy: Define priorities and opportunity areas to improve the rider experience across CommOps.
• Drive Execution: Translate strategy into clear action plans and ensure seamless execution with excellence.
• Deliver Insights: Lead customer experience investigation and data analysis to uncover pain points and drive decisions.
• Influence Leadership: Present compelling narratives and recommendations to senior leadership to inform strategic decisions.
• Lead Cross-Functional Collaboration: Manage relationships with stakeholders across regions and functions.
• Measure Impact: Own the tracking and analysis of rider experience KPIs, including customer satisfaction and efficiency metrics.

What You'll Need

• Customer-Centric Mindset: Deep understanding of customer experience and a passion for solving user pain points.
• Analytics & Problem-Solving Excellence: Strong analytical and critical thinking skills; ability to break down complex problems and propose data-driven solutions.
• Business Acumen: Ability to align rider experience improvements with broader business goals and financial impact.
• Cross-Functional Leadership: Proven ability to manage and influence stakeholders across functions, markets, and seniority levels.
• Innovative Thinking: Curious and future-oriented; comfortable challenging the status quo and leading with tech-forward thinking.
• Exceptional Communication: Clear and persuasive communicator, capable of translating complex ideas into actionable insights.
• Experience: 6+ years of experience in strategy, program management, operations, or customer experience, ideally in a tech, consulting, or high-growth environment.

Preferred Qualifications

• Experience in customer support or community operations at scale
• Hands-on experience leveraging Generative AI tools (e.g., ChatGPT, Gemini) to drive efficiency, generate insights, or enhance workflows.
• Comfort with tools like SQL

* 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 .