Program Leader, B2B Support Strategy

Uber For Business Support Strategy Program Leader

The Uber for Business (U4B) Support Strategy Program Leader sits within the Global Programs, Innovation, and Advocacy (GPIA) organization within CommOps, Uber's team dedicated to delivering effective customer service. Our team's mission is to define, design, and deliver best-in-class support to Uber's U4B customers. The Program Leader will work with various cross functional stakeholders to shape the ways we interact with customers across Uber's business to business services.

This Program Manager will work across many cross functional stakeholders to shape the ways we interact with customers across Uber's business to business services. There will be two primary responsibilities of this role:

1. Global Strategic Program Ownership - Responsible for designing, launching, and managing global strategic programs to improve the experience that customers have with support, our products/services, and Uber as a whole.
2. Support Readiness Ownership - Responsible for support strategy and execution for new product launches and feature enhancements, to meet Uber for Business goals in line with CommOps Global Strategy.

Basic Qualifications:

• 5+ years of Program Management experience & 8+ years of total professional experience
• Experience with the following:
• Building and launching large-scale strategic programs from design to execution
• Developing executive-level communications and presentations, and delivering verbal presentations to senior leadership
• Analyzing and drawing conclusions from data - you are comfortable with large data sets, and using tools like Microsoft Excel or Google Sheets to understand them

Preferred Qualifications:

• Designing and building customer experience and customer support strategies
• Understanding and developing business-to-business (B2B) best practices; understands the difference between how B2B vs. B2C customers think and what they expect
• Experience with Net Promoter Score (NPS) tools and methodology, or any other customer sentiment metrics and measurement
• Experience driving efficiencies with AI tools

For Chicago, IL-based roles: The base salary range for this role is USD$140,000 per year - USD$155,000 per year. For New York, NY-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.