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Global Program Lead (Fix Experience)

Strategy & Program Operations, Community Operations
Phoenix, Arizona |
San Francisco, California |
Chicago, Illinois

About the Role

As the Program Lead (Fix Experience), you'll help program manage identification, impact assessment, filing, fixing, follow up and close looping of bugs and outages in the product flows. In this role, you will oversee a 24x7 function & team composed of individual contributors, managed services, and engineering partners.

This role is for a lead who is self driven and customer obsessed, good in communication and managing projects, can learn the product features and shortcomings quickly and can form good relationships with the Engineering organisation.

If driving global impactful programs to deliver a world class customer experience at Uber excites you, then come join us to build a best in class experience for every Uber customer.

What You'll Do

  • Build and mentor a successful team with a passion for creating positive culture, founded on integrity and equity
  • Help develop and implement the Uber's Ops Commander road map in partnership with appropriate teams across technology and business units
  • Serve as the incident commander for major or high-profile incidents including validating and raising incidents, coordinating response, facilitating information sharing and conducting reporting
  • Provide timely and relevant updates to appropriate executives, leaders and decision makers
  • Build a team of subject matter experts who will be able to build positive relationships and knowledge of how the products and fixes work
  • Establish meaningful measures & metrics for team performance and SLAs/OLAs
  • Define and establish service goals, expected outcomes and measurable results
  • Identify and define opportunities for process improvement and adhere to the principles of Continual Service Improvement using metrics to ensure processes provide the anticipated value to partners and users

Basic Qualifications

  • Minimum 7 years experience leading Business or Customer Operations
  • Experience with managing a team

Preferred Qualifications

  • Experience of working with IT products and services
  • A deep understanding of handling bugs and outages, including control systems and remediation strategies in global enterprise environments
  • Knowledge of technologies, systems and networks as well as typical gaps that could impact the ability of an organization to effectively detect and respond
  • An ability to communicate complex and technical issues to diverse audiences, verbally and in writing, in an easily-understood, authoritative, and actionable manner
  • Experience managing a global team within a large enterprise organization
  • Strong organizational skills with ability to handle multiple high visibility issues simultaneously
  • Thorough understanding of IT service portfolio creation and management, service and value requirement definition and design, and typical supporting operating models

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 is proud to be an Equal Opportunity/Affirmative Action 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.


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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, Veteran Status, or any other characteristic protected by law.