FAQs
What is the main focus of the Program Manager role in EMEA CommOps at Uber?
The main focus is to transform user support across diverse markets, elevate customer experiences, and lead scalable implementations, particularly for high-impact verticals like Pharma.
What qualifications are required for this position?
A minimum of 5+ years of proven experience in Customer Support or Operations, strong program and project management skills, an analytical mindset, and experience in matrixed environments are required.
Is experience in EMEA markets preferred for this role?
Yes, experience operating across multiple EMEA markets and awareness of regional nuances in customer behavior and operational strategy is preferred.
What types of initiatives will the Program Manager be leading?
The Program Manager will lead complex, high-impact initiatives that improve the customer journey and operational efficiency, including market rollouts and service model designs.
Does the role involve cross-functional collaboration?
Yes, the role requires extensive cross-functional collaboration, aligning stakeholders across Operations, Product, and Global CommOps to advance initiatives.
What support metrics will the Program Manager be responsible for improving?
The Program Manager will focus on improving key support metrics such as DR (Delivery Rate), CSAT (Customer Satisfaction Score), 1* CSAT, and FCR (First Contact Resolution).
Will the Program Manager need to leverage customer feedback?
Yes, the Program Manager will leverage Voice of Customer (VoC) insights to identify root causes and drive continuous improvement initiatives.
What type of solutions will the Program Manager be developing?
The Program Manager will develop tailored support frameworks and scalable solutions that enhance the customer experience and meet market-specific needs.
Is there a focus on mentoring and team growth in this role?
Yes, the Program Manager is expected to share knowledge, mentor peers, and contribute to a culture of learning and collaboration.
What is the work environment for the Program Manager role?
The work environment is fast-paced and constantly evolving, where change drives innovation, and success is defined by improved customer satisfaction and operational excellence.