Senior Program Manager

The Mobility Experience team plays a transversal role across all mobility markets in EMEA, with a dedicated mission to shape customer-centric experiences that cultivate loyalty among drivers and riders while promoting sustainable growth. In pursuit of this mission, we are seeking a Strategic Program Manager to join the rider experience team.

The primary responsibility of this program manager will be to assist the team with successfully managing strategic programs on the roadmap for 2024. This will include, but not limited to global policy harmonization and user experience improvement projects.

This role also requires the need to develop a comprehensive understanding of the rider experience. They will be advocates for addressing rider pain points and will concentrate on enhancing the support experience when riders engage with Uber. This position holds significant strategic importance in achieving our goals across EMEA. Successful candidates will need to delve deeply into the rider journey, identifying and addressing obstacles in key EMEA markets.

Proficiency in project management, data analytics, and stakeholder management is essential for success in this role. The responsibilities include providing support to cross-functional teams within Community Operations for the successful manage & implement change projects throughout the EMEA region.

What Youll Do

Manage the launch of change projects (Policy harmonization, experience improvements) across EMEA

Perform qualitative and quantitative analysis to identify broken experiences, recommend improvements, and collaborate cross-functionally to execute and manage changes.

Develop and run strong governance and meeting cadence to drive performance against project and program goals.

Build relationships with a diverse group of stakeholders across our business functions and markets.

Drive continuous improvement efforts to better serve our internal and external customers and partners.

Support our regional teams in driving targeted improvements to customer support in their markets, and to expand support or other operations into new markets within their regions.

Share insights and advocate for the voice of the customer with Ops, Product, and Global CommOps counterparts; develop creative programs to maximize impact for our most important and critical customers.

What Youll Need

Project Management Expertise

Proven track record of successfully managing complex projects within the technology sector, demonstrating strong organizational skills, attention to detail, and the ability to meet tight deadlines.

Strategic Thinking And Problem-Solving

Strong analytical and strategic thinking skills, capable of identifying potential issues, proposing effective solutions, and making data-driven decisions. Demonstrated ability to align project goals with overall business objectives and contribute to the long-term success of the organization.

Cross-functional Collaboration

Extensive experience working collaboratively with diverse teams, including engineering, product development, marketing, and other stakeholders. Adept at facilitating communication, resolving conflicts, and ensuring seamless coordination among various departments.

Data Analytics

Experience with developing data analysis and insights generation

Experience creating dashboards and analysis in Excel, Google sheets

Ability to query SQL is a plus

COMPETENCIES

Competencies* required to be successful. *Skills, knowledge and abilities that lead to success (4-5 total)

Technical (hard skills)

Program Management, Operational Excellence, Data Analysis

Non-technical (soft skills)

Problem Solving, Communication, Cross-functional Collaboration, Inclusiveness