Uber Direct Experience Program Leader Community Operations Delivery 

United States, West Virginia 

676544551

As a Direct Experience Program Leader for EMEA, you will be responsible for defining and implementing the support strategy across the region, leading a team of Program Managers and Specialists to deliver cross functional projects to enable and enhance support operations, aiming to build the best experience for our Direct Customers. You will also need to be an advocate for our Direct customers experience across the business, to ensure we keep in mind the goal to provide an excellent user experience. You will need to build partnership with internal members of the CommOps team as well as other key partner groups: Operations, Tech, Finance, among other teams.

• Lead development of the vision and support strategy for Uber Direct in EMEA: channel, policies, support operations
• Scale and improve support for a new business that's growing and changing constantly.
• Advocate for our Direct customers: understand their sentiment and pain points, and help them to solve the problems they experience. Convert findings into clear, practical plans that teams across the organization can apply in order to improve customers interaction.
• Lead strategic Project Portfolio: Scope, plan, and ensure execution of strategic projects that are in line with business needs. Be obsessed about quality, efficiency and scalability. Ensure people, processes, and technology work together to deliver outstanding customer experiences and build trust with our customers
• Be comfortable with ambiguity, lead through influence, and partner with business teams: Operations, Product, Vendor Management and Global CommOps, to drive decisions and projects to completion.
• Enable a high performing team, managing, coaching, and being deeply invested in their career growth and development of the members of your team.

• Minimum of 7 years' experience in technology, consulting, operations, or similar agile, project-based environments, showing significant impact.
• Track record of successful people management. Excited about guiding and developing teams to perform at the levels while creating positive work environment.
• Strong vision for customer experience coupled with critical thinking abilities. Take vaguely defined problem statements, define them, structure an approach, rally people around you and operationalise toward a solution implementation.
• Love learning how things work and you're always looking for innovative solutions.Enjoy testing different strategies and tracking the results.
• Program management and governance. Can structure and lead multi-stream programs, design and maintain a mechanism to track program status, flag issues, and remove roadblocks.
• Excellent communication skills, capable of articulating complex ideas clearly to influence outcomes.
• Resilient, positive, and deeply customer-focused.

• Experience working with remote or international teams
• Change management experience. You have previously led large scale transformational projects.

* 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 .