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TITLE

 

Project Manager, Transport Support

COMPANY

 

Uber

LOCATION

 

New York City, NY, US

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.

About the Role

 

Community Operations is pioneering how Uber manages rider and driver partner support around the globe and we’re looking for a Project Manager to join our Rider Trips team.

 

You’ll be responsible for leading projects that improve the overall quality of customer support for account and payment related issues for riders in the US and Canada markets. You will work closely with the other members of the team, including analysts and content managers, to define and implement the desired service experience in our region. You will also be expected to work closely with our stakeholders in Operations and Product, and to work with our Global and Regional Community Operations teams towards shared goals.

 

As a Project Manager for Rider Trips, 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.

What You’ll Do

 

  • Plan and lead high-impact initiatives to improve the customer experience for riders
  • Work closely with our North America operations teams to uncover and address customer experience pain points
  • Drive continuous efforts to improve support infrastructure and processes
  • Turn support data into actionable product, support, and operational improvements
  • Become a subject matter expert and essential thought partner to regional leadership in developing a best-in-class customer experience
  • Work with counterparts in other regional and global roles in pursuit of these initiatives
  • Be the source of knowledge to train, educate, and answer questions from project managers, customer service representatives (CSRs) or other stakeholders in the organization.
  • Develop, maintain, and QA content for Customer Service Representatives (CSRs) to ensure that the voice, tone, and brand of support is consistent and effective

 

 

What You’ll Need

 

  • Bachelor’s Degree
  • Minimum 3 years of professional experience
  • Experience managing cross-functional projects and stakeholders, powered by data-driven insight
  • Excellent written and verbal communication skills
  • Understand the necessary tone for any given situation at Uber and craft content that resonates as a result
  • Experience building efficient processes that scale across a large organization
  • Self-motivated with a strong affinity for strategic problem solving, driving action, and strong project ownership
  • Demonstrated success in uncovering data to inform customer-oriented decisions
  • Demonstrated ability to juggle competing priorities

 

Bonus Points if

 

  • Experience with customer support strategy
  • 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 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.

Apply for the job

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