Customer Experience Program Leader, Commops

**About the Role** Uber Eats EMEA Eater/Courier Community Operations (CommOps") team is looking for a Program Leader to design and drive strategic programs focused on improving the Eater experience. This position will focus on initiatives aiming to 1) build magical experiences (prevent upstream defective experiences from happening) as well as 2) ensuring we do the right thing when things go wrong, both in terms of refund policy as well as support processes. Both streams will require collaboration with global and local teams on policy redesign and product rollouts, to build harmonized experiences across the markets when possible. The Program Manager, Uber Eats - Community Operations will report to the Marketplace Programs Lead and will be focused on the customer support experience for eaters in markets across Europe and Africa (EMEA). The role will be based in Amsterdam with the opportunity for travel across the EMEA region on an ad-hoc basis. **What You'll Do** - **Program Management**: Drive cross-functional projects across the customer lifecycle, identifying problems leading to Eaters getting in touch with Support. Make recommendations on how to optimize the customer journey to reduce friction and frustration. Evaluate the effectiveness of refund policies and look for ways to optimize them to be more efficient, looking into reducing customer churn and driving long-term customer engagement. - **Leadership and Influencing**: Influence horizontally and vertically across the organization by demonstrating your domain expertise and value-based thinking. Formulate simple yet robust customer experience strategies that can be easily understood and adopted across all layers of the organization. - **Analytical approach**: Analyze and draw conclusions from data, challenge biases and fallacies, and communicate complex concepts in a narrative and story-rich way. - **Planning & Organisation: I**dentify priority activities that will improve the consumer experience with support, and drive their implementation in a structured and efficient way - **Problem-Solving: E**fficiently find solutions to key problems facing our Eaters - resolve root causes and operationalize solutions; stay ahead of emerging programs and anticipate the need for harmonization when relevant to build scalable and efficient solutions. - **Customer Centricity**:Understand our consumers better than anyone else - represent them in product/process design, and champion their voice of customer into the organization - **Team enablement**:Collaborate with Ops and CommOps teams to rollout strategic products/features in EMEA and ensure implementation is relevant to each local market; Leverage mega-regional takeaways and collaborate regularly to find opportunities for EMEA - **Stakeholder Management**:Many teams participate in the experience at Uber - you'll need to understand the complex network of teams who touch the Eaters and drive impact. Build trust and credibility as you work to manage your complex portfolio and deliver results **Basic Qualifications** - Minimum of 8 years of professional experience within at least one of the following fields: Customer Support, Strategy, Operations, Management Consulting, Investment Banking, Business Intelligence, or Economics - Incredible compassion and understanding of customers (in general). You will be an excellent advocate for Uber's users and are passionate about the community experience - Data-driven and analytical approach. You can look at any spreadsheet and know the right questions to ask to get to practical outcomes, and you know how to explain data in a digestible way. - Very comfortable leading multiple, ongoing projects in a dynamic, fast-paced environment with shifting timelines and a complex stakeholder management matrix **Preferred Qualifications** - Team-first demeanor with a bias towards collaboration and inclusion - You're able to strike a detailed tone, whether you're explaining a new policy, explaining the importance of certain complicated metrics, or addressing senior leaders. You can design impactful presentations and are capable of influence and persuasion. - You have excellent organizational skills, integrity, and great follow-through on tasks. You are comfortable working in a fast-paced environment. - Natural curiosity. You love learning how things work and you're always looking for innovative solutions. You enjoy testing different strategies and tracking the results.