**About the Role**
At Uber, providing world-class customer support to our users is a core feature of our product experience. Delivering this caliber of support isn’t easy - it takes strong operators who can understand Uber’s complexity, adapt to our constantly evolving business, and help solve problems where no solution currently exists.
As a Senior Program Manager you will be part of the Mobility CX team and responsible to create and manage the Refunds and Appeasements (R&A) strategy, project roadmap and budget. They will be in partnership with our Finance and Strategy, and Plan teams to ensure we are achieving budget expectations while connected with the Ops team to be aligned on the business priorities. You will also be responsible for designing and implementing projects that support the strategy aligned with our business priorities.
You should have a strategic mindset, a strong data-driven approach, good time-management and stakeholder management, a creative and problem-solving attitude, and the ability to clearly communicate and present information.
**What You’ll Do**
01. Create and lead the R&A Program Strategy within the Mobility business - always with the CommOps scorecard, budget, and Ops’ objectives in mind.
02. Manage the R&A roadmap projects ensuring the stakeholders in CommOps and Operations teams execute these initiatives.
03. Partnership with Strategy and Finance teams to ensure our roadmap is properly integrated into our Financial forecast and budgets reviews.
04. Develop presentations to communicate strategic plans and visions, report on weekly/monthly/quarterly results and opportunities.
05. Identify operational weaknesses and help improve or innovate new processes. Develop frameworks to support the company with new markets and products.
06. Lead customer-facing process improvement initiatives. Align and coordinate cross-functional stakeholders to ensure the projects are implemented.
07. Understand the goals and priorities of Commops KPIs - both operational and financial.
08. Understand cost constraints and champion customer obsessed processes that support these goals.
09. Deep-dive into complex issues to identify root causes and potential solutions
10. Establish and coordinate a network of regional CommOps to gather insights & investigate hypotheses around R&A spent.
**What You’ll Need**
01. The D(ecision) is with the Data - must be an analytical thinker with the ability to solve any problem in a structured way.
02. Excellent strategic thinking and problem solving: Ability to create and optimize products and processes.
03. Project and/or program management experience: Experience managing multiple moving parts with resource constraints, driving execution, and succinctly communicate complex topics
04. 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
05. Excellent communication skills: Ability to create and present decks and develop written communication pieces to engage stakeholders
06. Excellent execution and high standards: You are someone who finishes what they start and keeps iterating until a process works flawlessly almost every time.
07. Self-starter attitude and ability to exercise judgment and solve complex problems with autonomy.
08. 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
09. 100% Fluent in English required, fluent in Spanish or Portuguese depending on hiring location
10. 6+ years experience required.
**Bonus Points If**
1. Consulting, Big techs, High-growth operations or startup experience;
2. SQL
3. Six Sigma, Change Management, and/or Project Management certifications
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).
