Senior Program Manager
hace 3 semanas
**About the Role**
At Uber, we're committed to delivering exceptional customer experiences that drive business success. As a Senior Program Manager - Merchant CX, you'll play a critical role in maintaining high levels of customer satisfaction while scaling our Delivery business.
The Merchant CX Program Manager will focus on providing best-in-class experiences to Uber Partners, ensuring sustainability and scalability. You'll engage with various stakeholders, including POCs from Central Ops, Retail Ops, Product, Finance, and within the CommOps Organization. Effective stakeholder management and prioritization are key to the success of these partnerships.
As the go-to person for Merchants' E2E Strategy, you'll ensure the team's efforts and resources are translated into execution.
**What you'll do**:
Establish a sustainable program management structure and work towards excellent delivery results
- Cross-functional role with other Leads to identify and solve journey E2E gaps, driving efficiency and customer satisfaction across sales, onboarding, and support operations in LatAm. You'll keep the big picture in mind, prioritizing business goals.
Liaise with regional and global partners to generate partner alignment on product launches, ensuring they're connected to larger business goals and provide quality customer experiences. You'll provide partners with insights based on the voice of the customer.
Define business needs and turn ambiguous problems into actionable analyses and solutions, using Uber's rich dataset and external data sources.
Set a high bar: Establish and track against critical metrics to ensure maximum value on projects executed, and establish processes to launch new initiatives.
**Basic Qualifications**
- Strong program management skills with superior organizational, time management, and prioritization skills
- Proven experience managing cross-functional projects with multiple stakeholders
- Phenomenal collaborator and someone who proactively partners across teams
- Great teamwork skills, as the nature of the team implies constant collaboration and relationship-building with cross-functional teams.
- Ability to effectively manage and prioritize complex operations that require the support of peers and other teams, and deliver results in a fast-paced and ambiguous environment, while maintaining high-quality work standards
- Ability to effectively manage, delegate, and execute strategic initiatives and delegate tasks and responsibilities to appropriate PoCs and team members
**Preferred Qualifications**
High growth, technology, strategy consulting, investment banking/private equity background
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