About the role
Employer: Uber Technologies, Inc.
Job Title: Program Manager
Job Location: Chicago, Illinois
Job Type: Full Time
Rate of Pay: $118,000 to $144,000 per Year
You will be eligible to participate in Uber's bonus program, and may be offered 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.
Duties: Build a best-in-class, standardized program responsible for coordinating and implementing across regions within a time-sensitive environment to enable delivery on operational critical metrics. Develop an in-depth understanding of customer experience by incorporating quantitative and qualitative insights. Collaborate within the team and other teams to consolidate different viewpoints, clarify problem statements, identify strategy, and develop high-impact solutions. Establish processes and performance management systems to improve customer experiences associated with remediation and recovery when a false positive occurs on refund and appeasements decision making. Provide project and key partner alignment on initiatives to ensure they are connected to the larger customer support and product goals; ensuring projects are properly defined and scoped with charters that include well-written problem statements and quantifiable goals and baseline data. Develop a reporting cadence on performance, trends, and projects designed to standardize, improve processes, and enable better performance of the program. Find opportunities in our processes and operational models, driving strategic projects aimed at making improvements with global impact. Serve as a critical thought partner in developing a best-in-class experience for the customer. May telecommute.
Employer will accept a Bachelor's degree in Project Management, Digital Media, Production Operations, or related field and 2 years of experience in the job offered or in a related occupation.
Position requires 2 years in:
- Analyzing data to make customer-focused decisions and to facilitate behavior change;
- SQL;
- Experience with process design and optimization, program management, customer support strategies, financial fraud management, and quality assurance;
- Stakeholder engagement and alignment;
- Financial management systems (i.e., using dashboards and queries to track monetary movement, detecting spikes, adjusting policies, or identifying tech issues with partner teams to reduce spend);
- JIRA for tracking workload and filing requests with partner teams;
- RAPID, RACI, and GANTT chart models to structure alignments across teams;
- Tableau and lookerstudio for collating insights from dashboards.
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.
Uber is proud to be an Equal Opportunity 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.