Program Leader, Earner digital experiences

About The Role

The Earner Channels Senior Program Manager sits within our Global Digital Experience team, the digital service design arm of the global CommOps organization. This role will work with various teams in CommOps and Tech to craft the ways our earners access customer support across Mobility and Delivery services, globally. This involves understanding the Earner journey, from sign-up through trip or order, on the Uber platform end to end, as well as channel preferences in different geographies. As a program manager, you will take an active role in the formation of the channel strategy and lead work streams/programs thus seeing it through to the finish line. If this role sounds exciting to you, please apply today !

What You'll Do

Own the global Earner channel strategy for both the delivery & mobility businesses Align regional businesses to the global strategy and roll out the strategy across all regions in a global-first manner Build an in-depth understanding of the earner experience, including the most efficient and effective means for earners to get help with pre-trip, on-trip, and post-trip issues Run analysis and develop strategic insights on both quantitative and qualitative data about earner experience to influence the future of support Collaborate within the team and other outstanding teams across regions to consolidate different viewpoints, clarify problem statements, identify strategy, and drive high-impact solutions Deliver and maintain CO channel products to meet earner needs Lead alignment with other functional teams, globally, to implement short-term solutions in a timely manner while elaborating on the long-term, evolving strategy Develop a point of view regarding the trade offs between cost and experience for different channel choices Ensure that quality CO earner channel products are launched on time and with features which deliver the business objectives, communicate product value to the regions, and be held accountable for adoption

Basic Qualifications

Bachelor's degree Acquired 5+ years overall experience working in Program Management, consulting and or within a similar field Strong problem solving, analytical and critical thinking skills

Preferred Qualifications

MBA from a top-tier Business school (or equivalent) 7+ years overall working in a similar or relevant position focused on the customer experience Significant experience developing and implementing channel strategy in-market is a plus Experience in a top-tier strategy consulting firm Strong operational background and a track record of making data driven decisions Familiarity with emerging channel technologies, especially as it relates to customer service Exceptionally strong stakeholder management skills and ability to handle pushbacks Advanced Excel/data management skills Obsession for delivering great customer experience

About the Team

Community Operations is pioneering how Uber manages rider and driver partner support around the globe. We are the voice of the customer, and we help unite our safety, risk, payments and identity support programs globally

For Chicago, IL-based roles: The base salary range for this role is USD$137,000 per year - USD$152,000 per year. For New York, NY-based roles: The base salary range for this role is USD$152,000 per year - USD$168,500 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$152,000 per year - USD$168,500 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.