Associate Program Manager

About the Role

At Uber, providing excellent customer support is a core feature of our product experience. As the Access and Engagement Program Manager, you will be responsible for the successful definition and start-to-finish execution of high-impact strategic projects that seek to improve the customer experience for riders and earners who are signing up to drive with Uber, enabling easier access to our platform and contributing to our overall business goals and to a better customer experience.

This role has a heavy focus on project management, customer experience, cross-functional collaboration, and continuous process improvements through collaboration, organization, and data analysis.

You will partner cross-functionally with Operations and Product teams, regionally and globally, to design and implement top-in-class support solutions. You will work closely with the support operation and will be accountable for delivering our support services through agents and technology.

What you'll do:

• Map the end-to-end journey of our customers and identify pain points and opportunities - always with the CommOps scorecard, budget, and Ops' objectives in mind
• Lead customer-facing process improvement initiatives. Align and coordinate stakeholders in CommOps and Operations teams to execute these initiatives.
• Understand the goals and priorities of Commops KPIs - both operational and financial. Understand cost constraints and champion customer-obsessed processes that support these goals.
• Provide insights from customer interactions to local stakeholders to influence and facilitate decisions

Basic Qualifications

• 3-6 years of experience as a Program / Project Manager / Business Consultant required
• 100% Fluent in English required
• The D(ecision) is with the Data - must be an analytical thinker with the ability to solve any problem in a structured way.
• Excellent strategic thinking and problem solving: Ability to create and optimize support processes in a practical manner
• Project and/or program management experience: Experience managing multiple moving parts with resource constraints
• Excellent stakeholder management skills: Experience in encouraging results in areas that aren't in your immediate responsibility. Keen understanding of the goals & priorities of your stakeholders
• Excellent communication skills: Ability to create and present decks and develop written communication pieces to engage stakeholders
• Excellent execution and high standards: You are someone who finishes what they start and keeps iterating until a process works flawlessly almost every time
• Customer obsession: You have a genuine passion for our drivers and riders and want to be a force for positive change in their touchpoints with Uber
• Proven track record in roles that involve ownership, decision-making, and managing complex product scopes
• Strong ability to negotiate, reprioritize, and manage trade-offs in a fast-paced environment.
• Comfortable working across global portfolios with international, cross-functional teams.
• Brings a solid level of seniority and maturity, able to align product efforts with strategic business goals.
• Ability to deeply understand and own a specific policy, becoming the go-to expert for it
• Expected to lead across the entire lifecycle of a policy: from strategy and design to implementation and iteration

Preferred Qualifications

• High-growth operations or startup experience
• SQL proficiency
• Six Sigma, Change Management, and/or Project Management certifications
• 3rd language: Spanish or Portuguese proficiency, depending on location
• Experience working in environments that are transitioning or focused on policy automation, including: Chatbots, Self-service platforms, and Hybrid scenarios involving agent support