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TITLE

 

Program Manager - Uber Eats 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

 

At Uber, providing excellent customer support to our users is a core feature of our product experience. For the Uber Eats space, it’s imperative that we maintain that level of customer service while scaling to meet the needs of a new and rapidly growing business.


As a Project Manager for Uber Eats, you are responsible for leading projects that improve the overall quality of customer support for Uber Eats in the US and Canada markets. You will work closely with the other members of the Eats support 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 ourstakeholders in Operations and Product, and to work with our Global and Regional Community Operations teams towards shared goals.

What You’ll Do

 

  • Plan and lead high-impact initiatives to improve the customer experience for Eats users
  • Work closely with our US/Canada operations teams to uncover and address customer experience pain points
  • Turn support data into actionable product, support, and operationalimprovements
  • Drive continuous efforts to improve support infrastructure and processes
  • 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

 

What You’ll Need

 

  • Minimum 4 years professional experience
  • Experience managing cross-functional projects and stakeholders, powered by data-driven insight
  • Self-motivated with a strong affinity for strategic problem solving, driving action, and strong project ownership
  • Persuasive written and verbal communication skills
  • Demonstrated success in uncovering data to inform customer-oriented decisions
  • Demonstrated ability to juggle competing priorities

Bonus Points if

 

  • Previous Restaurant Operations experience
  • Experience with customer support strategy
  • Experience using Salesforce
  • SQL Proficiency highly preferred

 

About the Team

Community Operations is pioneering how Uber manages rider, driver, restaurant, courier, and eater support around the globe.

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