Program Manager, Uber Eats Customer Experience Details

Program Manager, Uber Eats Customer Experience

Uber - Astoria, NY

Employment Type : Full-Time

About the RoleAt Uber, providing excellent customer experiences to our users is a core feature of our product. For the Uber Eats space, it’s imperative that we maintain a high level of customer service while scaling to meet the needs of a new and rapidly growing business. As a Program Manager for the US&C Eats CommOps team, you will build and execute data-driven strategies and processes that improve the overall quality of customer experience in the US and Canada markets. This role will work closely with cross-functional counterparts (i.e. Marketing, Product, Finance, and Ops verticals) to lead high impact initiatives across the US & Canada while offering ownership and autonomy over your work.What You’ll Do

• Drive analysis on important strategic decisions and inform key business initiatives, including understanding the key levers to improve the experience and sentiment with Uber Eats.
• 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 business policy KPIs and support metrics.
• Generate and distill insights into meaningful product, support, and operational improvements.
• Be the subject matter expert for the best support practices acquired internally and externally.
• Communicate to senior regional leaders on projects and priorities; able to organize and lead effective meetings, collect and provides actionable feedback & communicate priorities and goals effectively

Basic Qualifications

• Minimum 3 years of experience in operations, business consulting, finance or similar analytical/process role
• SQL Proficiency
• Advanced skills in Excel / Google Sheets
• Ability to use data to inform and support critical decisions

Preferred Qualifications

• Bachelor's Degree
• Experience building efficient processes that scale across a large organization
• Shown success in uncovering data to guide customer driven decisions
• Self-motivated with a strong affinity for strategic problem solving and driving action
• Strong communication skills and ability to distill complex data sets into simple and digestible takeaways for senior leaders and managers
• Strong project management experience
• Ability to thrive in a fast-paced and ambiguous environment
• Strong verbal and written communication skills
• Experience with customer experience strategy or customer service environment

About the TeamCommunity Operations is pioneering how Uber manages customer support around the globe. The team you will join has one mission: Make Customer Experience our #1 Competitive Advantage. You and your teammates will champion this mission every day until there are no doubts it's a reality. The Uber Eats CommOps team is responsible for the customer support experience for all Uber Eats users in the United States and Canada.