Program Manager - Eater Customer Experience

$91,000 - $112,500/Yr

Uber - New York, NY

Full-time - Mid Level

New York, NY

Transit and Ground Passenger Transportation

About the position

The Program Manager for the Eater Customer Experience at Uber will lead initiatives to enhance the quality of customer support for Uber Eats users in the US and Canada. This role involves collaborating with various teams to define and implement service experiences, improve operational performance, and advocate for policy and process decisions. The Program Manager will also analyze customer data to drive improvements and ensure consistent support content that aligns with Uber's brand.

Responsibilities

• 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

Requirements

• 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

Nice-to-haves

• 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

Benefits

• Eligible to participate in Uber's bonus program
• May be offered an equity award
• Various benefits as detailed on the Uber careers benefits page