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.
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.
About the Role
The Project Manager for our Advanced Customer Support Program will led our most sensitive support initiatives regarding Uber Account Security, Social Media, and accessibility.
You’ll be responsible for developing and executing on strategies to improve performance and productivity, as well as set goals to track success, all while consistently meeting customer expectations.
What You’ll Do
Develop deep subject matter expertise in fraud and use this position to review and optimize process, performance, tools, and resources
Design, implement, and prioritize experiments in areas that need improvement, including saved replies, support logic and policies
Develop, maintain, and Quality Assurance content for Customer Service Representatives (CSRs) to ensure that the voice, tone, and brand of support is consistent and effective
Represent our lines of business and the team’s interests/needs to the Community Operations organization, including escalating resource needs to leadership and helping to prioritize alongside other teams
Push process and volume down to Business Process Outsourcing partners (BPOs) and lower tiers of support by incubating process within the Centers of Excellences (COEs), Uber’s contact centers, and standardizing policy to point of near-automation
Work closely with product teams to identify areas of fraud opportunities and design considerations to proactively manage this risk
Develop support program for new products / features alongside Product Support teams
Develop and implement a plan for international support, including staffing, training, process and translation/localization
What You’ll Need
Minimum 3 years of project management experience
Ability to investigate and get the data required to make quick and effective decisions
Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
Create and optimize support processes; willing and able to lead others utilizing those processes
Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice both in Portuguese and English
Bonus Points if
Experience in service-industry, customer support, manufacturing or distribution in a high-volume and extremely fast-paced environment
Experience in investigations and investigative case management tools
Knowledge of Lean, Six Sigma and Kaizen methodologies
High-growth operations or startup experience
About the Team
Community Operations is pioneering how Uber manages rider and driver partner support around the globe.
At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.