Uber Customer Strategy Manager 

United States, West Virginia 

544497613

Your Impact in Role:

• Lead strategy and key programs for the Consumer CX team: Play a thought-leadership role with end-to-end executional ownership of major Consumer experience improvement programs, including rapidly testing and driving Consumer growth experiments.
• Strategic Stakeholder Management: Partner strategically with stakeholders across our organisation, be it Operations teams in ANZ, cross-functional teams across APAC, or counterparts across the globe to influence business priorities and push towards improving the overall Consumer experience.
• Evolve and operationalise the future of Consumer support: Deliver the evolution of Consumer support as we differentiate experiences based on persona (e.g. high value consumers) and products. Develop and operationalise the key initiatives and changes, including proposing and testing where our operations could best fit, and program managing key structural changes as the future-state of support launch and scale.
• Reducing defect rates for Riders and Eaters: Draw actionable recommendations with cross-functional stakeholders and implement solutions that help reduce the number of issues Consumers face, focusing on improving product and experience reliability.
• Drive Automations and Gen-AI capabilities: Program manage key initiatives to increase the adoption of automations and enhance the associated experience. Explore and test Gen-AI capabilities within our Centre of Excellence, making recommendations on how we could leverage AI to drive efficiencies.

The Experience You'll Bring:

• Project manager: You have superior project management experience, leveraging cross-functional stakeholders to execute high-impact projects in a past-paced and ambiguous environment.
• Operational excellence: Experience in customer support operations, or an operations-focused role. Experience in working with offshore teams from a remote location and/or team management experience is a plus.
• Strategic toolkit: You are a structured problem solver, able to turn ambiguous problems into tangible, outcomes focused initiatives. You’re comfortable with both the conceptual high-level storylines, but also know when and where to dive into the details.
• Analytical skill-set: You are comfortable with data, leveraging it to uncover, interpret, and tell stories. You use data to persuade stakeholders and deliver favourable outcomes for our consumers.

* 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 .