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Program Manager, Incident Response Team






San Francisco, CA, US


About Uber

We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.
About the Role

Community Operations is pioneering how Uber manages rider and driver partner support around the globe and we’re looking for a Program Manager for our Incident Response Team. You’ll be responsible for developing and executing on strategies and tactics to improve support performance and productivity, as well as set goals to track success, all while consistently meeting customer expectations.

This leadership role advances 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. Time will be spent working with your team to analyze and research existing practices as well as future improvements that will yield the highest impact.
What You’ll Do

Develop deep subject matter expertise in Incident Response and use this position to critique and optimize process, people, tools, and resources
Design, execute, and prioritize experiments in areas that need improvement
Develop, maintain, and QA content for IRT agents to ensure that the voice, tone, and brand of IRT support is consistent and effective
Represent IRT and the team’s interests/needs to the Community Operations organization, including escalating resource needs to leadership and helping to prioritize alongside other Brand Safety teams (account security and risk, social operations and response, and executive customer relations)
Push process and volume down to other Centers of Excellence (COEs) and lower tiers of support by incubating process and standardizing policy to point of near-automation
Work closely with product teams to identify areas of fraud vulnerability and design considerations to proactively manage this risk
Develop support strategy for new products / features alongside Product Support teams
Develop and execute strategy for international IRT support.

What You’ll Need

Bachelor’s Degree
Ability to investigate and get the data required to make quick and effective decisions
Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
Create and optimize support processes; willing and able to lead others utilizing those processes
Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice

Bonus Points if

Experience in service-industry, customer support, manufacturing or distribution in a high-volume and extremely fast-paced environment
Experience in investigations and investigative case management tools
Knowledge of Lean, Six Sigma and Kaizen methodologies
SQL proficiency
High-growth operations or startup experience

About the Team

Community Operations is pioneering how Uber manages rider and driver partner support around the globe.

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