Program Manager, Safety

Uber

San Francisco, CA, US / New York City, NY, US
  • Job Type: Full-Time
  • Function: Engineering Software
  • Post Date: 02/02/2021
  • Website: uber.com
  • Company Address: 1455 Market Street Suite 400, San Francisco, CA, 94103

About Uber

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

Job Description

About the Role

At Uber, safety is a core feature of our product experience. It is imperative that we provide fast, high-quality support when our users face critical moments. Delivering this level of support isn't easy - it takes leaders who understand Uber's operations and adapt to meet the needs of constantly evolving products and programs.

As a Safety Program (Project) Manager, you will develop support for a wide variety of issue types for all users of our platform. You will lead complex, cross-functional projects across the Community Operations organization. You will craft strategies to elevate the support experience and achieve the goals of the program.

You will work closely with members of Regional and Global CommOps teams as well as other key stakeholders (Ops, Product, Strategy & Planning, Analytics, Workforce Management, etc) to define and implement the desired service experience within the US & Canada.

What You'll Do

  • Build an outstanding support experience for customers during their most critical moments on the Uber app
  • Improve operational performance by using a data-driven approach for issue identification, root cause analysis, and improvement rollouts
  • Ensure projects are accurately defined and prioritized with charters that include well-written problem statements, quantifiable goals, and baseline data
  • Develop a reporting cadence on performance, trends, and projects designed to standardize, improve processes, and enable better performance
  • Coordinate across functions and departments to tightly align business goals for content, analytics, quality assurance, and site operations

Basic Qualifications

  • Minimum 3 years of experience in project/program management
  • Project management skills, including a history of cross-functional teamwork and leading projects that deliver results
  • Bachelor's degree or equivalent experience

Preferred Qualifications

  • Experience building efficient processes that scale across a large organization
  • Outstanding communication and experience leading cross-functional projects and stakeholders, using data-driven insights
  • Demonstrate ability to balance significant priorities
  • Experience in strategy / consulting / business intelligence or similar function
  • Some high-growth operations, tech, or startup experience
  • A passion for Uber's business and, most importantly, users on its platform
  • Experience in insurance, safety, or customer support a plus

About the Team

Community Operations is pioneering how Uber manages customer support around the world. US & Canada Safety Support is a customer service program focused on regional support operations, chartered with driving collaboration and delivering an industry-leading safety support program. The team works to optimize the customer experience and streamline internal processes associated with a variety of focus areas such as road safety, personal safety, and food safety.

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.

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.

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.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.