About the Role

　　At Uber, customer support is more than just answering questions. It's about using the information customers give us as insights to help Uber grow. Providing amazing support that establishes trust within our community for riders, driver partners, Uber Eats customers and delivery partners, is at the center of the Uber customer experience. Community Operations (CommOps) is obsessed with providing the highest quality service, in the smartest way. For Uber to continue its growth and success in our ever-changing markets, we need to constantly enhance the scale and quality of our support operations.

　　The Uber for Business (U4B) Regional Program Manager for Europe, Middle East, and Africa (EMEA) sits within the Global Programs and Initiatives organization within CommOps. This position is focused on managing U4B's CommOps EMEA strategy and operations, and on supporting other B2B growth business investments. U4B is a global line of business and this role reports into the U4B CommOps Global Operations team.

　　The Program Manager will be the primary point of contact for the Senior Director and Regional General Manager for U4B in EMEA and APAC, and the U4B EMEA Leadership Team, including but not limited to Directors and Country Managers. In this role you will shape the ways we interact with customers across Uber's business-to-business services in EMEA. Successful program managers at Uber are able to identify and analyze ambiguous problems and articulate them as concise problem statements to senior stakeholders. Often program managers achieve success first by listening; learning from the "on the ground" experience of our customer facing teammates and working to fix problems that the market is indicating are its priorities.

　　Executive level communication skills and a tenacity to "roll up your sleeves" are keys to success in this role. As the EMEA lead, you will need to proactively seek out opportunities to improve satisfaction for customers falling below our targets for quality support and customer experience as measured by Uber's Customer Satisfaction Score (CSAT) and NPS metrics. Often this will require influencing cross-functional teams, building connections between them, and inspiring support delivery team members to perform at the highest level.

　　The Regional Program Manager will focus on projects primarily supporting EMEA customers, with two primary responsibilities:

　　Regional Customer Experience. Your primary stakeholders will be the Regional General Manager for EMEA and their Sales Leadership teams in markets throughout EMEA, for the support experience that customers in EMEA have when they reach out to Uber. This involves understanding the customer experience for each trip or order, and the customer journey on the Uber platform end to end. By building strong relationships with both U4B Business teams and Support Operations Field Teams you will represent EMEA customers in support strategy decisions and address the root cause of situations that lead to a poor customer experience.Contact Center Operations. Your primary stakeholders will be regional CommOps leaders and leadership in the Global Products and Initiatives team. You will be responsible for ensuring that agent performance, site metrics, budget, systems logic, tooling, and more, meet U4B's goals and are in line with U4B CommOps Global Strategy. This work requires building strong relationships with contact center team leaders and understanding the support agent experience, attention to detail, and a bias for data analytics.

　　What the Candidate Will Do

　　Identify and solve operational gaps to drive efficiency and customer satisfaction across support operations in EMEADevelop executive-level communications and presentations for Uber's regional business and field operations leadership teamsHelp craft Uber's customer care strategy and support for the futureDevelop in-depth understanding of customer experience by incorporating quantitative and qualitative insightsRun analysis and develop strategic insights in globe-spanning projects to enable Uber's leadership decision-makingCollaborate within the team and other functional teams across regions to consolidate different viewpoints, clarify problem statements, identify strategy, and develop high-impact solutionsLead alignment with other functional teams, globally, to implement short-term solutions in a timely manner while elaborating on the long-term, evolving strategy

　　Basic Qualifications

　　Minimum 7-10 years of experience in consulting, corporate strategy, or similar fieldsProven experience of managing cross-functional projects with multiple stakeholdersBachelor's Degree in business, economics, or other similar fields

　　Preferred Qualifications

　　Basic SQL query writingExperience in a high-volume, fast-paced environmentStrong program management skills with superior organizational, time management, and prioritization skillAdvanced Excel/data management skillsAdvanced written, verbal, and visual communication skills - you have the proven track record to influence and drive consensus with varying audiences and levels of an organizationExperience using business intelligence tools like TableauExperience using Salesforce and/or other similar CRM tools

　　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.

　　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.

　　*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [email protected].