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Global Program Manager, Uber Eats

Community Operations
in San Francisco, California

About the Role

As the Global Program Manager, Uber Eats, you will help craft and execute the vision for scaling Uber's customer support (and potentially 'beyond support' activities like account management).

We strive to make Uber Eats the top food delivery platform in every geographic market we serve. We must provide exceptional customer experience to achieve this. With the product constantly changing for the better for Eaters, Couriers and Restaurants, you will be 'tip of the spear' for driving operational improvements to accelerate scaling.

You will partner with our worldwide Engineering, Operations and Community Support teams to build experiences that are truly customer obsessed.

You will be responsible for aligning global programs, leading cross-regional projects, and improving critical processes to drive growth and save investment dollars.

This is a dynamic project & program management role with a heavy focus on cross-functional collaboration, strategy setting, regional harmonization, and process improvement through alignment, teamwork, organization and data insights. The ideal candidate is an empathetic, data-driven self starter.

Delivering the caliber of customer support we expect isn't easy--it takes leaders who can understand Uber's operations, adapt to our constantly changing business, and help solve problems where no solution currently exists.

What You'll Do

  • Plan and lead high-impact initiatives to improve customer-experience processes and KPIs
  • Coordinate and motivate teams across geographies and functions
  • Be a single point of contact to our partner functions around the world, ensuring their voices are heard
  • Analyze the ROI of our initiatives, while identifying trends to uncover our next exciting opportunities
  • Drive continuous improvement efforts to better serve our internal and external customers and partners
  • Be an essential thought partner to global leadership in developing best-in-class customer experience

What You'll Need

  • Minimum of 4 years of professional experience
  • Experience managing cross-functional projects and stakeholders, powered by data-driven insight (intermediate excel is a must)
  • Self-motivated with a strong affinity for vision setting, strategic problem solving and driving action
  • 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
  • Persuasive written and verbal communication skills across diverse functions and teams

Bonus Points If

  • B2B experience
  • SQL, R, or other technical analytics skills

About the Team

Community Operations is pioneering how Uber manages customer and partner support around the globe. The team you will join has a mission to make customer experience our #1 competitive advantage. Join us in championing this mission until 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.