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Program Manager, Delivery (Direct) - EMEA CommOps

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Uber

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
  • London

AI generated summary

  • You need 5+ years in Customer Support/Operations, strong project management skills, data fluency, experience in EMEA markets, stakeholder engagement, and strategic problem-solving abilities.
  • You will enhance support performance, lead market strategies, design support models, influence direction, drive initiatives, align stakeholders, and foster team growth in a collaborative environment.

Requirements

  • 5+ years of proven experience in Customer Support or Operations-preferably in a tech-driven or platform environment-where you've owned performance metrics and implemented support strategies at scale.
  • Strong program and project management skills, with a demonstrated ability to lead cross-functional initiatives from concept to execution, especially in market or product launches.
  • Analytical mindset and data fluency-comfortable navigating metrics such as CSAT, DR, and FCR to drive insights and action.
  • Experience leveraging Voice of Customer (VoC) and user experience feedback to improve service journeys, solve root causes, and influence decision-making.
  • Ability to work in matrixed environments, aligning with cross-functional stakeholders across Operations, Product, and Support.
  • Bachelor's degree in Business, Strategy, Operations, or a related field.
  • Experience operating across multiple EMEA markets, with strong awareness of regional nuances in customer behavior and operational strategy.
  • Track record of stakeholder engagement-you've influenced priorities, shaped roadmaps, and led through alignment rather than authority.
  • Strategic problem-solving skills, with a passion for building scalable solutions that improve both customer experience and operational efficiency.
  • Cultural intelligence and adaptability, allowing you to thrive in a fast-paced, ever-evolving environment with diverse teams.

Responsibilities

  • Elevate support performance across EMEA Direct markets: Drive measurable improvements in key support metrics (DR, CSAT, 1* CSAT, FCR) by surfacing insights, identifying trends, and executing data-driven strategies.
  • Lead support strategy for new markets: Partner with cross-functional teams to deliver seamless UMS rollouts and ensure a consistent, high-quality customer experience from day one.
  • Design and scale tailored support models: Develop market-fit solutions-from dedicated to elevated models-based on maturity and user needs, ensuring both scalability and service quality.
  • Champion category and merchant expansion: Develop tailored support frameworks for strategic verticals, including Pharma, enhancing experience for high-value partners.
  • Influence strategic direction: Act as a key partner to Direct Ops and CommOps Central, shaping roadmaps and turning business needs into scalable, tech-enabled solutions.
  • Translate customer feedback into action: Leverage voice-of-customer insights to identify root causes and drive continuous improvement initiatives that build user trust.
  • Drive complex, high-impact initiatives: Scope, prioritize, and deliver cross-functional projects that improve both the customer journey and operational efficiency.
  • Lead through influence in a matrixed environment: Align stakeholders across Operations, Product, and Global CommOps to move initiatives forward in a fast-paced landscape.
  • Foster team growth: Share knowledge, mentor peers, and contribute to a culture of learning and collaboration.

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.

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Uber

We reimagine the way the world moves for the better.

Technology
Industry
10,001+
Employees
2009
Founded Year

Mission & Purpose

We are Uber. The go-getters. The kind of people who are relentless about our mission to help people go anywhere and get anything and earn their way. Movement is what we power. It’s our lifeblood. It runs through our veins. It’s what gets us out of bed each morning. It pushes us to constantly reimagine how we can move better. For you. For all the places you want to go. For all the things you want to get. For all the ways you want to earn. Across the entire world. In real time. At the incredible speed of now. The idea for Uber was born on a snowy night in Paris in 2008, and ever since then our DNA of reimagination and reinvention carries on. We’ve grown into a global platform powering flexible earnings and the movement of people and things in ever expanding ways. We’ve gone from connecting rides on 4 wheels to 2 wheels to 18-wheel freight deliveries. From takeout meals to daily essentials to prescription drugs to just about anything you need at any time and earning your way. From drivers with background checks to real-time verification, safety is a top priority every single day. At Uber, the pursuit of reimagination is never finished, never stops, and is always just beginning.

Culture & Values

  • Go get it

    Bring the mindset of a champion. Our ambition is what drives us to achieve our mission. How we define a champion mindset isn’t based on how we perform on our best days, it’s how we respond on the worst days. We hustle, embrace the grind, overcome adversity, and play to win for the people we serve. Because it matters.

  • Trip obsessed

    Make magic in the marketplace. The trip is where the marketplace comes to life. The earner, rider, eater, carrier and merchant are the people who connect in our marketplace - and we see every side. This requires judgment to make difficult trade-offs, blending algorithms with human ingenuity, and the ability to create simplicity from complexity. When we get the balance right for everyone, Uber magic happens.

  • Build with heart

    We care. We work at Uber because our products profoundly affect lives and we care deeply about our impact. Putting ourselves in the shoes of the people who connect in our marketplace helps us build better products that positively impact our communities and partners. Our care drives us to perfect our craft.

  • Stand for safety

    Safety never stops. We embed safety into everything we do. Our relentless pursuit to make Uber safer for everyone using our platform will continue to make us an industry leader for safety. We know the work of safety never stops, yet we can and will challenge ourselves to always be better for the communities we serve.

  • See the forest and the trees

    Know the details that matter. Building for the intersection of the physical and digital worlds at global scale requires seeing the big picture and the details. Knowing the important details can change the approach, and small improvements can compound into enormous impact over time.

  • One Uber

    Bet on something bigger. It’s powerful to be a part of something bigger than any one of us, or any one team. That’s why we work together to do what’s best for Uber, not the individual or team. We actively support our teammates, and they support us - especially when we hit the inevitable bumps in the road. We say what we mean, disagree and commit, and celebrate our progress, together.

  • Great minds don't think alike

    Diversity makes us stronger. We seek out diversity. Diversity of ideas. Identity. Ethnicity. Experience. Education. The more diverse we become, the more we can adapt and ultimately achieve our mission. When we reflect the incredible diversity of the people who connect on our platform, we make better decisions that benefit the world.

Benefits

  • Comprehensive Healthcare

  • Flexible Work

  • Uniquely Uber

  • Health & Wellness