Program Lead, AV Delivery & Enablement

Job Description

About the RoleThe Global Community Operations organization provides support to Uber Customers and various partners. We are seeking a highly motivated and experienced Autonomous Vehicles (AV) Delivery Program Manager to help manage our drone partners and new form factors or capabilities, define and optimize channel strategies, identify process improvement for the COE team, and implement new Standard Operating Procedures for AV Delivery where required. The successful candidate will be responsible for building world-class customer and partner support through leveraging existing support capabilities and defining unique, net-new autonomous vehicle needs.

What You’ll DoDesign & execute high-impact initiatives that define the support experience for AV delivery usersImprove operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement rolloutsManage external AV partner relationships and reporting, identifying opportunities for defect reduction and continuous improvementDefine, launch and scale support for new and existing partners across global marketsDevelop AV support operations procedures, issue workflows, policies and processesOptimize automated, self- service, and / or agent driven processesWork with tech partners to define technical requirementsDevelop customer, merchant, partner, and agent facing content including saved replies, help-articles and knowledge basesDevelop escalation paths and procedures to ensure edge-cases are addressedGenerate insights for the business and product teamsBasic Qualifications5+ years’ of professional work experience in a related field (operations, program management, consulting, strategy, or analytics)Bachelor’s degree or equivelant work experiencePreferred QualificationsStrong track record in customer experience strategy or customer service environmentSQL proficiencyAdvanced proficiency in Excel/Google SheetsAbility to move and pivot quickly and thrive under pressure in a fast-paced, unstructured environmentStrong problem solving and business judgmentStrong analytical and critical thinking skills with the ability to use data to develop strategies and make decisions quicklyProven experience in working with diverse set of functions and stakeholders in complex organizational settingsPrior industry knowledge or experience with Autonomous VehiclesStrong communication and presentation skills, including experience presenting data & insights to senior audiencesExperience building deep, trust-based relationships with teams and cross-functional partnersExperience building efficient processes that scale across a large organizationFor Chicago, IL-based roles: The base salary range for this role is USD$140,000 per year – USD$155,000 per year.

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