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Strategic Program Manager

Job Description

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.

Who we are

Uber is a technology company that is changing the way the world thinks about logistics. We are building technology people use everyday. Whether it's heading home from work, getting a meal delivered from a favorite restaurant, or a way to earn extra income, Uber is becoming part of the fabric of daily life. 

We're making cities safer, smarter, and more connected. And we're doing it at a global scale-energizing local economies and bringing opportunity to millions of people around the world.

Uber's positive impact is tangible in the communities we operate in, and that drives us to keep moving forward.

What you will do

In EMEA Community Operations (Customer support), we support different stakeholders (riders, eaters, restaurants, delivery-partners, driver-partners, etc.) for various issues or positive feedback via different channels. We help them using the platform, resolve issues (e.g. log-in the app, payment not going through, lost my phone in the car, etc.) We develop healthy and positive relationships between customers and our brand, by listening and understanding our customers.

Strategic programs is an important pillar under EMEA Community Operations (Customer support) strategy team. We focus on strategic initiatives within customer support, to deliver a more frictionless and high quality experience in customer support. Currently, we are double down on improving quality (internal compliance) of the customer support, and drive high customer satisfaction (CSAT). We will take on other strategic initiatives in the future, to provide more better and differentiated support to Uber community.

We're looking for several strategic program managers to join the team, collaborating with the different products/channels to work on a wide range of customer support modalities and initiatives. Based in Amsterdam, but working on initiatives with impact across EMEA, this role will focus on designing, building, and implementing quality assurance processes to track our customer support performance in EMEA and help providing a better customer experience in the coming 6-12 months, and pick up other strategic initiatives as business requires.

In this role, you work closely with the global and regional teams extensively, to drive and organize projects, to provide sharp insights to the different teams in the business and help making data-driven action plans.

 

Specialist Experience

  • Passionate about serving our customers!
  • Minimum 3 years of operations / investment / consulting / analytical or related experience
  • Proven ability to lead and guide initiatives to design, build, or improve process efficiency and effectiveness
  • Effective at implementation of programs and initiatives through collaboration across functions, geographies, and organization levels
  • Excellent analytical abilities; able to dig into complex data sets to help inform decisions
  • Exceptional Excel / data management skills - SQL fluency or knowledge of at least one programming language is a plus
  • Excellent written, verbal, and visual communication skills, and demonstrated ability to influence and gain consensus at senior levels
  • Superior organizational skills, integrity, and great follow-through on tasks
  • Great team player
  • Comfortable working in a geographically distributed and cross-functional, multinational environment

Bonus Points if

  • Minimum of BA/BS; MBA or Master’s degree in related field preferred
  • Experience with customer support, quality assurance, or fast growing start-up is a plus

 

Please note that all information in this job description is accurate at the time of posting. Please be aware that companies may change details and/or closing dates without notice.

 

Job Summary

Company
UBER
City
Amsterdam
Country
  • Netherlands
Industries
  • Logistics/Transportation
Job Type
  • Full-time
Salary
  • Negotiable
Reference
GWP273481
Posted
13 April 2019
Applications Deadline
17 May 2019

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