Uber Program Manager - Uber Direct 

United States, West Virginia 

733966345

About the Role

You will engage with different POCs from other areas (Ops, Product) and different areas within the CommOps Organization: CO, GSO, Content, Learning and Development among others, and within the CX organization. A good stakeholders management and prioritization is key for the success of these partnerships.

What You'll Do:

1. Execute Direct projects from beginning to end, as well as guaranteeing its health towards transitioning to BAU. This includes everything from the project ideation, iteration, execution, implementation, to data analysis and insight generation, measuring and monitoring, and communication of impact and results.
2. Lead the continuous improvement, effectiveness, and efficiency of our LOB assessing root-causes, and coordinating action plans with key partners to correct performance variations as needed
3. Liaise with our regional and global partners to generate partner alignment on product launches to ensure they are connected to the larger business goals accompanied by a quality customer experience and provide partners with insights based on the voice of the customer
4. Define and implement basic prioritization frameworks that are aligned with high- level business strategy
5. Own data analysis and visualization, and communicate the project outcomes/impact to various partners to aid strategic decisions for new product improvements in support experience for all customers
6. Work with Project Managers and business partners to understand the "Why?" in addition to the "What?" behind Uber's biggest challenges
7. Process mapping and standardization for a better and unified experience across our LATAM team
8. Support in the coordination of operations (BPO) across LATAM having a clear communication and alignment to increase efficiency and results.
9. Identify operational opportunities, provide and execute solutions with key partners in a cross-functional effort.
10. Build, maintain, and communicate detailed reporting models to track and communicate performance metrics as they relate to your line of business.

What You'll Need:

1. Experience on project management - handling sophisticated, multifaceted projects from beginning to end.
2. Excellent interpersonal skills - Effectively prioritize work to target the highest-impact issues first.
3. Problem solving attitude - the ability to self-serve, investigate and get the data we require will make you much more effective in this role. Self-starter attitude is a must!
4. Analytical approach - You are able to diagnose problems, to identify root cause issues, and action them through project definition and execution.
5. Excellent written and verbal communication skills including with the ability to supervise, measure, and share project results/impact in an effective manner to a senior audience.
6. Experience running cross-functional projects and a large, complex web of partners, powered by analytical insights.
7. A successful history of using data to drive quantifiable change, continuous improvement initiatives, and cross-functional decision making.
8. Proficient in English and Spanish/Portuguese.

Bonus Points If:

1. Experience in working with BPO, support operations
2. SQL proficiency

* 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 .