About the Role

　　Safety at Uber is a core value and a cornerstone of the user experience. We are constantly working to redefine the meaning of road safety on a global scale by anticipating and minimizing risks. When things don't go as planned, we provide fast, high-quality support for our users during the most critical moments. Delivering this level of support takes leaders who can understand Uber's operations and adapt to meet the needs of constantly evolving products and programs.

　　As a Program Leader, you will play a pivotal role in enhancing the support experience for users involved in crashes while using the Uber platform. You will lead complex, cross-functional projects in close collaboration with key stakeholders from Uber's claims, operations, product, and legal teams. You will craft strategies to elevate the support experience, set goals to track the success of the program, and provide regular updates to executive leadership. The Community Operations team is uniquely positioned to advocate for the customer experience, and your role will be instrumental in balancing efficient processes with high-quality outcomes.

　　What You'll Do

　　Understand the end-to-end customer journey for users involved in a crash while using the Uber appOptimize the customer experience by leading with empathy, transparency, and education to achieve best-in-class supportFacilitate efficient internal processes that decrease the time it takes to submit crash claims to our insurance partnersPartner with product teams to enhance our crash detection technology and provide proactive support to customers as quickly as possibleDevelop a reporting cadence on performance, trends, and projects designed to standardize, improve processes, and enable better performance of the programCoordinate across functions and departments to tightly align goals for support, claims, product, and operationsEnhance performance using a data-driven approach for issue identification, root cause analysis, and continuous improvementEnsure projects are properly defined and scoped with charters that include well-written problem statements, quantifiable goals, and baseline dataDemonstrate customer obsession and a solid understanding of Uber's insurance policies and requirements

　　Basic Qualifications

　　4 - 5+ years of project/program management experience with a focus on insurance, auto claims, or safety

　　Preferred Qualifications

　　Bachelor's degree or equivalent experienceExperience in insurance, safety, or customer supportExperience building efficient processes that scale across a large organizationExperience leading cross-functional projects and influencing stakeholders using data-driven insightsAdvanced written and verbal communication skillsHigh degree of adaptability to meet changing business needsDemonstrated ability to enhance business process in a fast-paced environment involving a high degree of complexityA passion for Uber's business and its users

　　For Chicago, IL-based roles: The base salary range for this role is USD$133,000 per year - USD$147,500 per year.

　　For New York, NY-based roles: The base salary range for this role is USD$148,000 per year - USD$164,000 per year.

　　For Phoenix, AZ-based roles: The base salary range for this role is USD$118,000 per year - USD$131,000 per year.

　　For San Francisco, CA-based roles: The base salary range for this role is USD$148,000 per year - USD$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.

　　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.