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Strategic Program Manager

Amsterdam, Netherlands | Uber

  • Industry:
    Internet / Online Media
  • Position Type:
    Full-Time
  • Functions:
    Strategy
    Project Management
  • Experience:
    3-5 years
Job Description:
117 people have viewed this job

WHO WE ARE


Uber is a technology company that is changing the way the world thinks about logistics. We are building technology people use everyday. Whether it's heading home from work, getting a meal delivered from a favorite restaurant, or a way to earn extra income, Uber is becoming part of the fabric of daily life.


We're making cities safer, smarter, and more connected. And we're doing it at a global scale-energizing local economies and bringing opportunity to millions of people around the world.


Uber's positive impact is tangible in the communities we operate in, and that drives us to keep moving forward.


WHAT YOU WILL DO


In EMEA Community Operations (Customer support), we support different stakeholders (riders, eaters, restaurants, delivery-partners, driver-partners, etc.) for various issues or positive feedback via different channels. We help them using the platform, resolve issues (e.g. log-in the app, payment not going through, lost my phone in the car, etc.) We develop healthy and positive relationships between customers and our brand, by listening and understanding our customers.


Strategic programs is an important pillar under EMEA Community Operations (Customer support) strategy team. We focus on strategic initiatives within customer support, to deliver a more frictionless and high quality experience in customer support. Currently, we are double down on improving quality (internal compliance) of the customer support, and drive high customer satisfaction (CSAT). We will take on other strategic initiatives in the future, to provide more better and differentiated support to Uber community.


We're looking for several strategic program managers to join the team, collaborating with the different products/channels to work on a wide range of customer support modalities and initiatives. Based in Amsterdam, but working on initiatives with impact across EMEA, this role will focus on designing, building, and implementing quality assurance processes to track our customer support performance in EMEA and help providing a better customer experience in the coming 6-12 months, and pick up other strategic initiatives as business requires.


In this role, you work closely with the global and regional teams extensively, to drive and organize projects, to provide sharp insights to the different teams in the business and help making data-driven action plans.


WHO YOU ARE


Passionate about serving our customers!

Minimum 3 years of operations / investment / consulting / analytical or related experience

Proven ability to lead and guide initiatives to design, build, or improve process efficiency and effectiveness

Effective at implementation of programs and initiatives through collaboration across functions, geographies, and organization levels

Excellent analytical abilities; able to dig into complex data sets to help inform decisions

Exceptional Excel / data management skills - SQL fluency or knowledge of at least one programming language is a plus

Excellent written, verbal, and visual communication skills, and demonstrated ability to influence and gain consensus at senior levels

Superior organizational skills, integrity, and great follow-through on tasks

Great team player

Comfortable working in a geographically distributed and cross-functional, multinational environment

Bonus Points if


Minimum of BA/BS; MBA or Master’s degree in related field preferred

Experience with customer support, quality assurance, or fast growing start-up is a plus


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