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Program Leader, Comm Ops

Uber

Uber

Operations
Chicago, IL, USA
Posted on Monday, September 4, 2023
About The RoleUS and Canada Community Operations (US&C CommOps) is part of the Global Community Operations organization which provides premier customer support to all Uber customers and Uber products. The Program Lead - Earner Growth & Vehicles role leads a team of individual contributors focused on driving business growth through proactive outreach and supporting growth bets in the Vehicles space including: Fleet, Vehicle Solutions, Electric Vehicles, and Taxi Onboarding support.This individual will lead a team and own the support strategy for proactive outreach and vehicles, working with cross-functional teams across CommOps, Product, Ops, and Marketing to achieve their teams goals. What You’ll Do
  • Manage a team of individual contributors focused on proactive outreach and vehicles support
  • Lead development of the vision and support strategy for proactive outreach and vehicles support
  • Define and drive strategic initiatives to improve the support experience for Fleet Owners, Earners renting vehicles, rental companies, and onboarding Taxi drivers
  • Define and drive strategic initiatives to grow the business through proactive outreach
  • Partner closely with business, product, and other stakeholders to provide insights that drive decisions around process, policy, product, and service models changes
  • Communicate the key program outcomes and insights to key stakeholders and leadership
  • Own metrics and communication of the proactive outreach and vehicles support programs
Basic Qualifications
  • At least 6 years of prior work experience in program management or a related field (e.g., consulting, operations)
  • Ability to derive insights from data and use data to inform decisions
Preferred Qualifications
  • Experience building efficient processes that scale across a large organization
  • Experience leading initiatives with cross-functional stakeholders
  • Experience managing a team
  • Previous experience in the service industry, customer support, or in a high-volume and extremely fast-paced environment
  • Track record of balancing analytical strategic thinking with quick decision-making, change management, and timely execution
  • Track record of building and continuously improving processes and programs supporting multiple stakeholders with often conflicting priorities
  • Experience working with ambiguity in a fast-paced environment
  • Advanced Excel/data analysis skills
  • Ability to synthesize information quickly, highlight the key takeaways, and disseminate actionable insights
  • Experience tailoring communications to different audiences and stakeholders
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.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.For Chicago, IL-based roles: The base salary range for this role is $133,000 per year - $147,500 per year.For Dallas, TX-based roles: The base salary range for this role is $133,000 per year - $147,500 per year.For New York, NY-based roles: The base salary range for this role is $148,000 per year - $164,000 per year.For Phoenix, AZ-based roles: The base salary range for this role is $118,000 per year - $131,000 per year.For San Francisco, CA-based roles: The base salary range for this role is $148,000 per year - $164,000 per year.For Seattle, WA-based roles: The base salary range for this role is $133,000 per year - $147,500 per year.For Washington, DC-based roles: The base salary range for this role is $148,000 per year - $164,000 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.