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US & Canada Restaurant Customer Experience Program Manager

Community Operations
in New York, New York

About the Role

At Uber, providing excellent customer support to our users is a core feature of our product experience. For the Uber Eats space, it's imperative that we maintain that level of customer service while scaling to meet the needs of a new and rapidly growing business.

As a Program Manager for Uber Eats CommOps, you are responsible for leading projects and lines of business that operationalize business policies in the customer support experience. You will work closely with cross-functional business partners to define and implement the desired service experience in the US & Canada while measuring success and optimizing processes to drive Restaurant experience on the Uber Eats platform. You will also be expected to work closely with our stakeholders in Sales, Operations, and Product, and to work with our Global and Regional Community Operations teams towards shared goals.

What You'll Do

  • Facilitate and lead high-impact initiatives to improve the customer experience for Eats users
  • Work closely with our US/Canada Operations and Enterprise teams to uncover and address customer experience pain points
  • Turn support data into an actionable product, support, and operational improvements
  • Drive continuous efforts to improve support infrastructure and processes
  • Become a subject matter expert and essential thought partner to regional leadership in developing a best-in-class customer experience
  • Work with counterparts in other regional and global roles in pursuit of these initiatives

What You'll Need

  • 4-6 years of professional experience
  • Experience managing cross-functional projects and stakeholders, powered by data-driven insight
  • Self-motivated with a strong affinity for strategic problem solving, driving action, and strong project ownership
  • Persuasive written and verbal communication skills with experience working with executive leaders
  • Demonstrated success in uncovering data to inform customer-oriented decisions
  • Demonstrated ability to juggle competing priorities

Bonus Points if

  • Experience with customer support strategy
  • SQL, R, or other technical analytics skills

About the Team

The Uber Eats CommOps Restaurant team is responsible for the customer support experience for all Uber Eats Restaurants in the United States and Canada.

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.