Strategic Program Manager, Emea Commops

2 maanden geleden

Amsterdam, Nederland Uber Voltijd

**About the Team**:
Community Operations is pioneering how Uber interacts with users around the globe. We support all Uber business lines and propositions (Mobility verticals like Rides, Hailables, High-Capacity Vehicles; Delivery verticals like Eats and Grocery; and specific propositions like Uber for Business) and cover a broad range of activities, including customer service, platform safety, new partner onboarding, sales, compliance and account management.

In EMEA, we lead these activities in 30+ countries and in 20+ languages, in large-scale and highly nuanced market environments and operational complexity. We are incredibly proud of being the most geographically diversified team in Uber, and welcome you to be part of our high-performing, diversified and inclusive team

**About the Role**:
As the customer experience arm of a fast-growing company constantly innovating, we are always looking for ways to better serve and engage our users.

As a Strategic Program Manager, you will lead an evolving portfolio of strategic initiatives or processes to improve and optimise our operations, often with EMEA-wide scope and across business lines. You will have end-to-end responsibility from scoping to final delivery, delving deep into data and managing a broad network of stakeholders in the process. You will also dive into the details of the end-to-end customer journey and embrace the scale and complexity of our operations. Given the highly strategic focus of your portfolio and the ambiguity of the problems at hand, you will often act as a thought partner to senior leaders in the organisation.

**What You'll Do**:

- Lead strategic projects to optimise customer support processes.
- Drive initiatives to improve operational efficiency and customer satisfaction.
- Collaborate with senior leadership to influence strategic decisions.
- Manage cross-functional stakeholder relationships across different regions.
- Analyse performance metrics to identify areas for improvement.

**What You'll Need**:

- **Passion for customer experience and operations **. The experience of our customers, and why it is the way it is, how it can be better, profoundly interests you.
- **Strategic thinking **. You understand our broad strategy in Uber & Community Operations, can approach problems analytically, identify solution levers and propose an effective and implementable strategy.
- **Program management and governance **. You can structure and lead multi-stream programs, design and maintain a mechanism to track program status, flag issues, and remove roadblocks.
- **Stakeholders management **. You can communicate effectively with stakeholders from all corners and levels of our highly matrixed organisation, get them on board, and track with programme deliverables.
- **Self-driven and highly autonomous **. You are a go-getter. You can take vaguely defined problem statements, define them, structure an approach, rally people around you and operationalise toward a solution implementation.
- Work experience encompassing strategic and/or program management responsibilities
- International work experience preferred

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