program ManagerUber

Community Operations is pioneering how Uber manages support around the globe. We are looking for a strategic leader and a process improvement mastermind to join the US&C Service Quality team, which offers insights into end to end customer support ecosystem and looks for every opportunity to optimize the experience.
The Quality Strategy Program Lead will lead the central planning functions to align our priorities to what matters to our long-term vision, manage a lean team of creative problem-solvers to address process opportunities, and build connections with all levels of CommOps leadership to continuously improve the Uber support experience.
What You'll Do
Lead a small team of project specialists, responsible for central processes of the US&C Service Quality Program including intake & program launches, data management, analytics & insight, and region-wide resource planning
Be the author of strategic initiatives that transform Regional Quality program that drives improvement across field operations and generates executive-level insights for our growing portfolio of business
Liaison for partnering teams to help drive cross-functional efforts, as well as the point of contact for senior stakeholders
Set the vision and drive priority planning across quality teams
Proactively see opportunities within the internal process as well as broader customer journey; represent the voice of customers to make process improvement recommendations to senior leadership
Build framework and guidelines that set the overall strategy of program design, analytical thinking, and programmatic approach, to set the standard for all programs.
Basic Qualifications
Understanding or basic experience with Customer Support, and Service Quality.
Strong analytical approach and ability to drill down into ambiguous problems.
Proficient with basic analytical tools such as Google Sheet.
Experience working on cross-functional projects and/or teams
Experience with Six Sigma or other process improvement methodology
Preferred Qualifications
Strong communications skills with different levels of the audiences; basic storytelling in the form of presentation is a must.
Organized, self-managed, and meticulous.
Experience setting long-term vision, and planning strategic priorities.
Prior experience in consulting or data analytics; experience with SQL, Google Data Studio.
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.
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

Taguig City, Metro Manila
Permanent
Full-time