CX Program Manager

About the Role

At Uber, providing excellent customer support to our users is a core feature of our product experience. As a CX Program Manager you will be responsible for listening to users, understanding the root causes of painful customer experiences and helping to design solutions to reduce them, aiming to build a great experience for our customers in the Delivery Business across different modalities (i.e. Automations,In-App Support, Phone, Chat, etc.). You will have a deep understanding of the goals of the business and seek to be a key ally to the Ops teams.

You will take a data driven approach to identify regional customer pain points and collaborate with the Operations, Product and Global CommOps teams to create new processes, or improve existing ones that detract from the customer experience.

We are looking for a fierce customer advocate who is an excellent relationship builder, project manager, and process optimizer.

What You’ll Do

• You will work closely with other internal members of the Community Operations team as well as other of our key partner groups like Operations & Product to build a strong customer-centric culture.
• Be the regional internal voice of the customer to continuously improve the experience, by identifying main customer pain points across their journey and prioritizing main opportunities.
• To design the support strategy, tickets resolution guidelines and KBs, DR and/or R&A strategy and improvements.
• Autonomously looking into data and turn it into meaningful product, support, and operational improvements
• Manage and lead complex cross-functional initiatives with CommOps, Ops and Product teams.
• Understand the goals and priorities of the business.
• Provide insights from customer interactions to stakeholders to influence and facilitate decisions

• Strengthen CommOps relationships with Ops, Product and Global partners to prioritize efforts aligned with Company needs (long term view)

What You’ll Need

• Project and/or program management experience: Experience managing multiple moving parts with resource constraints
• 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
• Excellent strategic thinking and problem solving: Ability to create and optimize support processes in a practical manner
• Excellent communication skills: Ability to create and present decks and develop written communication pieces to engage stakeholders
• Excellent execution and high standards: You are someone who finishes what they start and keeps iterating until a process works flawlessly almost every time
• 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
• Fluent in English and Spanish.

Bonus Points If

• High-growth operations experience
• SQL
• Customer support experience
• Six Sigma, Change Management, and/or Project Management certifications
• Experience working with remote or international teams