Program Leader - Crash and Claims Support

About the Role

We have an exciting opportunity within our US & Canada Claims operations. In this fast-paced environment, you’ll tackle complex challenges, implement innovative process improvements, and deliver exceptional vehicle crash support and claims customer experiences. Join us to make a meaningful impact and shape the future of claims outcomes through your expertise and strategic vision.

As part of the US & Canada Vehicle Crash and Claims Experience team, you’ll leverage your skills and experience to address evolving challenges, drive operational excellence, and contribute to groundbreaking strategies that redefine industry standards. If this aligns with your passion and expertise, we want to hear from you!

We’re looking for a Program Leader to help shape and realize the vision and strategy of our Vehicle Crash and Claims Experience team. This role will be responsible for building program foundations, evaluating the effectiveness of existing support and claims processes, and striving for industry leading claims experience.

What You'll Do

• Define and drive the end-end process from customer reporting to claims submission that allows for an empathetic and seamless customer experience
• Be comfortable with ambiguity, lead through influence, and partner with various teams and business stakeholders to drive decisions and projects to completion
• Partner with cross-functional teams to influence key metrics and continuously improve claims processes serving as a functional expert across Crash and Claims support
• Measure and evaluate processes and drive continuous process improvement with an eye towards customer satisfaction
• Ensure launch readiness from a product quality perspective: Partner with CO & InsurTech product managers, CX teams and GDX to ensure all support features meet the bar before launch and / or scaling.
• Champion Craftsmanship: Embed a culture of quality across all teams — advocating for bug free product, great fit and finish, and excellent customer experience across platforms and products.
• Map end-to-end customer journeys to uncover friction points and design interventions that improve support touchpoints and overall Claims handling.
• Develop and deliver clear executive communications that effectively summarize insights, project updates, and business impact for senior stakeholders.
• Lead strategic projects end-to-end, from scoping and planning to rollout, tracking, and impact reporting.
• Continuously drive process improvement and innovation, identifying automation, efficiency, or simplification opportunities that strengthen Claims submission quality and efficiency

Basic Qualifications

• Bachelor’s Degree or equivalent experience in planning, setting metrics, and roadmap development
• 5+ years of prior work experience in program management or a related field (e.g., consulting, support operations, Insurance/Claims Management, etc.with demonstrated experience designing processes, process optimization, program execution

Preferred Qualifications

• Experience building efficient processes that scale across a large organization and drive customer experience and operational process improvements
• Strong analytical mindset; ability to work with data to identify defects, trends, and gaps
• Excellent stakeholder management and communication skills — can influence across Product, CommOps, and Engineering. Ability to communicate facts and opinions in a digestible manner
• Track record of balancing analytical strategic thinking with quick decision-making, change management, and timely execution
• Exceptional written, verbal, and visual (compelling charts, slides) communication skills
• Experience working with ambiguity in a fast-paced environment
• Experience in service-industry or customer support, especially in Insurance Claims
• Ability to drive consensus and actionable results across highly cross-functional teams
• Data-driven mentality and strong business judgment. Able to analyze the data, pull key insights, and tell a compelling story
• Tech-Forward Mindset: Familiarity with leveraging GenAI and automation to streamline agent workflows without compromising the human empathy.
• Track record of building and continuously improving processes and programs supporting multiple stakeholders with often conflicting priorities

For Chicago, IL-based roles: The base salary range for this role is USD$146,000 per year - USD$162,000 per year.

For New York, NY-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year.

For Phoenix, AZ-based roles: The base salary range for this role is USD$130,000 per year - USD$144,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year.

For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity 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.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.