Program Manager

About the role and team 

Leading programs at Uber means setting direction in motion, not waiting for perfect conditions. As a Program Manager, you’ll be responsible for the strategy and execution of initiatives that directly impact how riders, earners, and merchants move through the Uber ecosystem. You'll navigate ambiguity and tackle complex operational challenges to drive real-world impact.

This role requires a mindset that thrives in challenging situations, balancing technical rigor with a deep obsession for the customer journey. You’ll need to influence stakeholders and align diverse teams without relying on control, turning complexity into clarity at a global scale. If you are motivated by the chance to shape the future of real-world movement through structured, data-backed execution, this is where you’ll make your mark.

Rate of Pay:                 $118,000 to $144,000 per Year

You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits. 
 

What you’ll do 

• Build a best-in-class, standardized program responsible for coordinating and implementing across regions within a time-sensitive environment to enable delivery on operational critical metrics. 
• Develop an in-depth understanding of customer experience by incorporating quantitative and qualitative insights.
• Collaborate within the team and other teams to consolidate different viewpoints, clarify problem statements, identify strategy, and develop high-impact solutions. 
• Establish processes and performance management systems to improve customer experiences associated with remediation and recovery when a false positive occurs on refund and appeasements decision making. 
• Provide project and key partner alignment on initiatives to ensure they are connected to the larger customer support and product goals; ensuring projects are properly defined and scoped with charters that include well-written problem statements and quantifiable goals and baseline data. 
• Develop a reporting cadence on performance, trends, and projects designed to standardize, improve processes, and enable better performance of the program. 
• Find opportunities in our processes and operational models, driving strategic projects aimed at making improvements with global impact. 
• Serve as a critical thought partner in developing a best-in-class experience for the customer. 
• May telecommute.

Basic Qualifications 

• Employer will accept a Bachelor's degree in Project Management, Digital Media, Production Operations, or related field and 2 years of experience in the job offered or in a related occupation.
• Position requires 2 years in: 
  • Analyzing data to make customer-focused decisions and to facilitate behavior change;
  • SQL;
  • Experience with process design and optimization, program management, customer support strategies, financial fraud management, and quality assurance;
  • Stakeholder engagement and alignment;
  • Financial management systems (i.e., using dashboards and queries to track monetary movement, detecting spikes, adjusting policies, or identifying tech issues with partner teams to reduce spend);
  • JIRA for tracking workload and filing requests with partner teams;
  • RAPID, RACI, and GANTT chart models to structure alignments across teams;
  • Tableau and lookerstudio for collating insights from dashboards.