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Associate Program Manager, Customer Insights - EMEA COEs

Community Operations en Krakow, Poland

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

 


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En Uber no solo aceptamos la diferencia; la celebramos, la apoyamos y la valoramos para beneficio de nuestros empleados, de nuestros productos y de nuestra comunidad. Uber se enorgullece de ser un lugar de trabajo con igualdad de oportunidades y es un empleador de acción afirmativa. También estamos comprometidos con el empleo en igualdad de oportunidades sin considerar raza, color, origen familiar, religión, sexo, origen nacional, orientación sexual, edad, ciudadanía, estado civil, condición de discapacidad, identidad de género o estado de Veterano.