Uber Sr Program Leader Community Operations 

United States, West Virginia 

930144218

What the Candidate Will Do

1. Lead development of the vision and support strategy to effectively mitigate and resolve internal escalations across channels, policies and support operations
2. Ensure people, processes, and technology work together to deliver effective customer resolution for escalated issues while rebuilding trust with our customers
3. Partner with cross-functional teams to influence key metrics and continuously improve the end to end support experience
4. Be comfortable with ambiguity, lead through influence, and partner with CommOps teams and business stakeholders to drive decisions and projects to completion
5. Represent the team’s work with global, regional, and cross-functional stakeholders while managing expectations of senior leadership
6. Facilitate planning, including headcount plans, support product & tech roadmaps, and critical decision & enablement timelines
7. Build and develop talent and a positive team culture to create a high-performing team

Basic Qualifications

1. 8+ years of prior work experience in strategy, planning, operations, program management or consulting
2. Experience leading multiple cross-functional initiatives & working with Global programs
3. Ability to drive consensus and actionable results across highly cross-functional teams
4. Ability to derive insights from data and use data to inform decisions
5. Bachelor’s Degree or equivalent experience
6. 5 years of experience leading a team

Preferred Qualifications

1. Experience in planning, setting metrics, and roadmap development
2. Experience building efficient processes that scale across a large organization and drive customer experience and operational process improvements
3. Track record of balancing analytical strategic thinking with quick decision-making, change management, and timely execution
4. Data-driven mentality and strong business judgment. Able to analyze the data, pull key insights, and tell a compelling story
5. Track record of building and continuously improving processes and programs supporting multiple stakeholders with often conflicting priorities
6. Exceptional written, verbal, and visual (compelling charts, slides) communication skills
7. Experience working with ambiguity in a fast-paced environment
8. Experience in service-industry or customer support, especially in outage management and/or crisis management scenarios
9. PMP, Six Sigma, Agile or comparable certification

For Chicago, IL-based roles: The base salary range for this role is USD$167,000 per year - USD$186,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year.