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TITLE

 

Program Lead, Elevate

COMPANY

 

Uber

LOCATION

 

New York, 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

 

As the Elevate Support Program Leader for the US & Canada, you will serve as a process-design expert who will, in short order, establish and begin executing Uber’s short and long-term customer support plan for multi-modal air transportation. You will advance initiatives throughout the organization by steering interdepartmental and cross functional teams to develop standard operating procedures, as well as work closely with external stakeholders to stay up to date with the newest plans 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.

 

The role is centered on continual improvement and high quality. It requires a highly versatile and well rounded leader, someone who can create and drive strategy but also roll up their sleeves and get their hands dirty. It's the intersection of leadership, creativeness, and problem solving that makes the Elevate Support Program Lead an exciting and challenging job.

What You’ll Do

 

  • Develop and own scalable and strategic Elevate support programs, improving support quality and efficiency
  • Coordinate closely with the Uber Elevate product, operations, and policy teams to define priorities, build relationships, and lead cross-functional processes related to the development of customer support for this groundbreaking product
  • Represent Uber’s Elevate CommOps team internally and externally at senior levels
  • Track, analyze, and communicate key metrics to internal and external stakeholders, and negotiate and execute quality, efficiency, and cost optimization initiatives
  • Manage and develop a team of program managers based throughout the region

 

What You’ll Need

 

  • Minimum 6 years of experience / proven success in a similar role - leading operations/logistics, leading diverse teams, developing procedures, optimizing systems, and achieving benchmark operational goals
  • Analytical Thinking. Data-driven mentality and strong business judgment. Able to roll up your sleeves and analyze the data and pull key insights for your team
  • Strong interpersonal skills. Able to build and manage strong relationships with their team, cross-functional colleagues, and external partners
  • Entrepreneurship mentality. Must be a self-starter and leader that assumes the risks and rewards of running an innovative sustainable operation.
  • Exceptional communication and organizational skills. Able to communicate and listen effectively; great written, verbal and presentation skills
  • Leadership by example. Able to motivate, inspire and create an inclusive and positive work environment for all.
  • A passion for the urban aviation space and growing and leading a team. Passionate about the overall goals of sustainable transportation
  • BA/BS with impressive academic record. Advanced degree a plus

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