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Program Manager, Rider Account

Community Operations
San Francisco, California |
New York, New York |
Chicago, Illinois

About the Role

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Community Operations is pioneering how Uber manages rider and driver partner support around the globe and we're looking for a Program Manager for our Rider Account & Payment Team. You'll be responsible for developing and executing strategies and tactics to improve support performance and productivity for non-safety aspects of Rider Account support. You will also set goals to track success, all while consistently meeting customer expectations.

As the Rider Account Program Manager, you will advance initiatives throughout the organization by steering interdepartmental and cross functional teams to integrate process and technology improvements, as well as work closely with external stakeholders to stay up to date with the newest trends and launches. You'll need excellent stakeholder management, organizational, and problem-solving skills, as well as the ability to clearly communicate and present information to seek buy-in. Qualified candidates will also demonstrate creativity in identifying inefficiencies and implementing improvement ideas that help make systems more efficient.

What You'll Do

  • Improve operational performance by using a data-driven approach for issue identification, root cause analysis, and improvement rollouts.
  • Create actionable, specific KPIs and support metrics for the Rider Account program
  • Inform the creation of performance dashboards to track success and own regular updates on performance vs goals to key stakeholders.
  • Provide project updates and gain stakeholder alignment on initiatives to ensure they are connected to the larger Community Operations goals; ensure projects are properly defined and scoped with Charters that include well-written problem statements and quantifiable goals and baseline data.
  • Be the subject matter expert for best support practices obtained internally and externally.
  • Be the source of knowledge to train, educate, and answer questions from project managers, customer service representatives (CSRs) or other stakeholders in the organization.
  • Be on the forefront of trends impacting the Rider Account program.

What You'll Need

  • Bachelor's Degree
  • Minimum of 5 years of professional experience
  • Experience building efficient processes that scale across a large organization
  • Experience managing cross-functional projects and stakeholders, powered by data-driven insight
  • Self-motivated with a strong affinity for vision setting, strategic problem solving and driving action
  • Persuasive written and verbal communication skills across diverse functions and teams
  • Demonstrated success in uncovering data to inform customer-oriented decisions
  • Experience facilitating behavior change within organizations
  • Experience with process optimization, program management, customer support strategy or quality assurance

About the Team

Community Operations is pioneering how Uber manages customer and partner support around the globe. The team you will join has one mission: Make Customer Experience our #1 Competitive Advantage. You and your teammates will champion this mission every day until there are no doubts it's a reality.

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.