Digital Experience, Sr. Program Manager

**About the Role** The Product Insight & Rollout Senior Program Manager (APAC Eater), sits within our Global Digital Experience team, the digital service design arm of the global Community Operations (CommOps) organization. This role will spearhead the efficacy of Eater-facing Digital Support Solutions in APAC. You will play a critical role in developing and launching robust products by providing actionable insights about how the product may benefit Eaters and the business in APAC, what product requirements will be necessary to build to realize that value, help prioritize what needs to be built quicker and what can wait, and bring data and market research to bolster your perspective. You will also be operating in a highly cross-functional environment and responsible for strengthening Customer Obsession (CO) Product / CommOps feedback loops across peers and leadership teams, planning and rolling out products proactively, rectifying roadblocks for rollouts, coordinating operational readiness tasks across a wide set of stakeholders and scaling the product knowledge in APAC. The successful candidate would be a strategic problem solver with a data-first approach, who can dive into unstructured and fast-paced environments with evolving priorities to influence product strategy. They are also eager to adopt a tech-first mindset and be visionary of what the future of customer support should look like for Eaters at Uber. **Your Impact in Role** 01. Take Ownership: Manage the Eater program for the APAC mega-region end-to-end, aligning closely with Uber’s strategic objectives including coordinating with cross-functional teams and removing bottlenecks 02. Define and champion the operating structure and processes to implement on product strategy 03. Understand and develop your POV on the pros, cons, and costs of adopting emerging technologies while balancing current business priorities and influencing buy-in from XFN leadership 04. Ensure stakeholders are aligned on key objectives for the program/product 05. Partner with Product teams to identify the tech/ tooling strategy 06. Be the Go-To Expert: Act as the primary contact for the leadership team, ready to provide insights on market dynamics, product performance, strategic decisions, program strategy, and execution across markets, as well as key program metrics, OKRs, and KPIs. 07. Drive Collaboration: Champion strong cross-functional teamwork to enable swift and effective adoption of new global products, ensuring the customer's voice is always central to product design. 08. Collaborate with XFN team members (Product, Legal, Eats CX, Global Product Planning and Ops) to prepare products for launch 09. Surface and advocate for key insights from the business to advise product improvement 10. Conduct ongoing analysis/ evaluation of tech performance to provide recommendations for optimization that will ultimately drive customer satisfaction (CSAT) and automation rate. 11. Communicate status, progress to facilitate leadership inputs and decisions 12. Provide market insights to build robust products **The Experience You"ll Bring** \-\-\-\- Basic Qualifications ---- 1. Versatile expertise in business strategy, technology, program/ project management, and cross-functional leadership. 2. A track record of leading and executing high-visibility projects within large organizations 3. Experience developing and deploying new technology products 4. Passionate about enhancing customer experience, backed by a solid technical foundation, exceptional product judgment, and an innovative mindset 5. Excellent communication skills, capable of articulating complex ideas clearly and persuasively. With the ability to engage internal stakeholders and external customers 6. Holds a Bachelor’s degree in Computer Science, Engineering, or a related field 7. Brings a minimum of 8 years experience in technology, consulting, operations, or similar agile, project-based environments, showing significant impact 8. Skilled in data-driven decision-making, with strong analytical and problem-solving abilities. \-\-\-\- Preferred Qualifications ---- 1. You have an MBA or proven business strategy, product management and analytical skills, particularly in data-driven decision-making 2. Your experience includes Customer Support, Automation, and/or Design Thinking 3. You're familiar with software development principles and flowcharts 4. You have a basic understanding of Generative AI tools 5. Ability to leverage data to inform and support critical decisions, including the use of SQL and data visualization tools 6. Entrepreneurial spirit - the drive to continue building and improving all processes We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together. Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role. \*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 [accommodations@uber.com](mailto:accommodations@uber.com).