Associate Program Manager, Customer Insights - EMEA COEs
Community Operations in Lisbon, Portugal
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 Customer Insights Program Manager will drive the execution of strategic customer insights programs, targeting the extraction and elevation of insights sourced from agent observations and all support interaction channels.
The role will be COE-based and report directly to the Central Insights team – CI&PR. The team’s mission is to leverage support network insights to advocate for improved agent & customer experience. We’re truly customer obsessed and passionate about transforming the business with game-changing insights.
What You’ll Do
Manage a team of Customer Insights Program Specialists that are responsible for promoting CSIGHT (agent insights) program engagement and insights processing
Elevate the quality of insights, and collaboration with other teams through continuous improvement and training
Drive insights efforts across COEs, BPOs, and GLs that produce well-defined insight narratives that are actionable and data-backed
Lead cross-functional insights initiatives that feed into the CI&PR programs portfolio
Prioritize data and insights into the highest-impact key themes
Create periodical reports on the surfaced insights to help surface and prioritize the insights
Work closely with Operations, Product, and CX stakeholders to solution and action insights
Create and manage bi-weekly/monthly stakeholder communications
Travel required is 25%
What You’ll Need
Proven experience of managing multiple projects and/or programs end-to-end in a fast-paced environment, with the ability to work to tight timescale
Strong people management and leadership skills ensuring a high performing, motivated, and developed team
Ability to analyze data and present findings coherently and confidently
Proven ability to meet deadlines and a high level of commitment towards deliverables
Eye for identifying opportunities in the process and suggest solutions & improvements
Ability to work with remote teams and across time zone
Capacity to reach advanced proficiency in program tools (e.g. Celonis, Asana, Sheets, Bliss)
Proficiency with SQL or other statistical languages a plus
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.