Job description
US&C CommOps is part of the Global Community Operations organization which provides customer support to Uber Customers. We are seeking a highly motivated and experienced Autonomous Vehicles (AV) Program Leader develop and implement Autonomous Vehicles Standard Operating Procedures for both Mobility and Delivery. The successful candidate will be responsible for building a world-class customer support by adopting existing support capabilities to unique autonomous vehicles challenges.
The ideal candidate for this role should have outstanding program management, communication, analytical skills and stakeholder management skills. They should have extensive experience in customer support operations. Autonomous Vehicle experience is preferred but not required.
What You'll Do
- Develop AV support operations procedures, policies and processes for Uber AV product
- Determine automated, self-service vs. agent driven process and work with tech partners to determine technical requirements
- Develop customer and agent facing content including saved replies, help-articles and knowledge base
- Develop escalation paths and procedures to ensure edge-cases are addressed
- Oversee implementation of the operations working with CommOps, Business and Tech partners and provide insights back to business and product teams
Basic Qualifications
- Minimum 6+ years of experience in operations, program management, consulting or corporate strategy with excellent program management and organizational skills
- Deep experience and expertise in developing processes for customer support operations
- Demonstrated ability to thrive in high-pace environment brining structure to new problems and concepts
- Outstanding communication and stakeholder management skills
- Excellent analytical skills, with ability to recommend and make data based decisions
Preferred Qualifications
- Extensive knowledge of Uber customer support operations
- Experience working with large and distributed global teams
- Experience in the AV industry ideal but not required
- Bachelor's Degree
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
For Chicago, IL-based roles: The base salary range for this role is $133,000 per year - $147,500 per year. For New York, NY-based roles: The base salary range for this role is $148,000 per year - $164,000 per year. For Phoenix, AZ-based roles: The base salary range for this role is $118,000 per year - $131,000 per year. For San Francisco, CA-based roles: The base salary range for this role is $148,000 per year - $164,000 per year. For Washington, DC-based roles: The base salary range for this role is $148,000 per year - $164,000 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & 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.
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