Uber Program Manager - Eater Customer Experience 

United States, West Virginia 

988395804

About the Role

As a Program Manager for the US&C Eater CX team, you will be leading projects that improve the overall quality of Eater customer support in the US and Canada markets. You will collaborate with other members of the Eats support team, including analysts and content managers, to help define and implement the desired service experience in our region. You will partner with both the agent and user support experience by solving occasional tickets, auditing support interactions, and advocate on policy and process decisions.

What the Candidate Will Do

• Design & execute high-impact initiatives that define the support experience for Eats users
• Improve operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement rollouts
• Build, define, lead and improve impactful, specific KPIs and support metrics
• Turn customer data information into meaningful product, support, and operational improvements
• Be the subject matter expert for the best support practices acquired internally and externally
• Drive continuous efforts to improve support infrastructure and processes
• Work with counterparts in other regional and global roles in pursuit of these initiatives
• Develop and maintain customer facing content to ensure that the voice, tone, and brand of support is consistent and effective

Basic Qualifications

• 2.5+ years' of professional work experience in a related field (consulting, investment banking, technology, operations, strategy, or analytics)
• Advanced proficiency in Excel/Google Sheets
• Intermediate proficiency in SQL
• Bachelor's degree obtained, preferably in analytics, statistics, mathematics, business administration or related fields

Preferred Qualifications

• Ability to thrive in a fast-paced and ambiguous environment
• Experience problem-solving and proposing unique solutions to complex issues
• Strong experience building and executing complex processes
• Strong communication and presentation skills, including experience presenting data & insights to a sophisticated audience
• Experience with quantitative data analysis to provide deep measurable insights
• Strong collaboration and stakeholder management skills - building deep, trust-based relationships with teams and cross-functional partners
• Strong business judgment and critical thinking skills with the ability to use data to develop strategies and make decisions quickly
• Experience building efficient processes that scale across a large organization
• Experience leading cross-functional projects by using insights based on data
• Shown success in uncovering data to guide customer driven decisions
• Self-motivated with a strong affinity for strategic problem solving and driving action
• Experience with customer experience strategy or customer service environment

For Chicago, IL-based roles: The base salary range for this role is USD$91,000 per year - USD$101,500 per year.

For New York, NY-based roles: The base salary range for this role is USD$101,000 per year - USD$112,500 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$101,000 per year - USD$112,500 per year.

For Washington, DC-based roles: The base salary range for this role is USD$101,000 per year - USD$112,500 per year.