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Project Manager, COE

Community Operations
in Phoenix, Arizona

About the Role

North America Community Operations (NA CommOps) is part of the Global Community Operations organization which provides premier customer support to riders and driver partners. The North America Centers of Excellence team is a core part of the NA CommOps organization. The NorthAM Centers of Excellence are responsible for Uber's most complex customer support, including incubating customer support for new and innovative products, concierge support for riders, partners and businesses, escalations and investigative lines of business.

This team focuses on providing the highest level of customer support and improving the business by feeding insights to stakeholders across the business. The Project Manager will support these initiatives by project managing key initiatives that impact employees supporting this work and lines of business within the NorthAM COEs.

What you'll do

  • Partner with the Senior Program Leader & the Project Management Team to develop and deliver key strategic initiatives that will help drive the NorthAM COE organization forward
  • Develop analytical frameworks to support decision making in the NorthAM COEs
  • Create, maintain, and communicate detailed reporting models & project plans on status of key programs and initiatives currently underway in NorthAm COE organization
  • Partner closely with business stakeholders to provide insights that drive decisions around process, policy, and service models changes.
  • Communicate the key program outcomes and insights to key stakeholders throughout and after the project lifecycle
  • Manage large-scale projects from end-to-end, ensuring that initiatives launch efficiently and consistently in alignment with team SOPs and larger Uber strategic goals
  • Proactively identify procedural gaps and business needs and propose solutions utilizing traditional project management methodology

What you'll need

  • Bachelor's Degree or equivalent experience
  • Highly detail oriented and creative problem solver
  • Past ownership of projects from planning to implementation to post-mortem reporting
  • Ability to communicate cross-functionally with wide range of stakeholders
  • Experience telling compelling stories with data and visuals
  • Strong functional/working knowledge of project management or continuous improvement methodologies
  • 'Do more with less' mindset & driven by data-backed results

Bonus Points if

  • Prior experience in a heavily regulated industry or compliance-related field
  • Certifications in project management or continuous improvement methodologies
  • SQL proficiency or analyst experience

About the Team

Uber COEs are contact management centers dedicated to providing world-class customer support to riders and drivers. Uber relies on the COEs to provide support for our community's toughest issues types, handle escalations from our tens of thousands of business processing outsourcing (BPO) agents, and provide an environment to pilot support for new products or test new support modalities or processes. The project management team will manage projects related to these objectives as well as any initiative for adding a new system/tool that impacts or changes the operational system of the COE, and any project impacting the employee experience in the COEs.

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.