Uber
From Uber's careers page
Status: listed on the employer's own careers page when we last checked (daily). Confirm on their site before applying.
About the Role At Uber, providing excellent customer support to our users is a core feature of our product experience.
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.
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)
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
Scores your resume against this job the way resume scanners do: the job's hard and soft skills, searchability, recruiter tips and formatting.
Create a free account to see your score. Your resume stays in this browser until then, and we never store it.
Already a member? Sign in