Program Leader for AV Delivery Support

About the Role
The Global Community Operations organization provides support to Uber Customers and various partners. We are seeking a highly motivated and experienced Autonomous Vehicles (AV) Program Leader to develop and implement Standard Operating Procedures for AV Delivery. The successful candidate will be responsible for building world-class customer and partner support through leveraging existing support capabilities and defining unique, net-new autonomous vehicle needs.
What You'll Do

1. Develop AV support operations procedures, issue workflows, policies and processes
2. Determine automated, self-service, and/or agent driven processes
3. Work with tech partners to define technical requirements
4. Develop customer, merchant, partner, and agent facing content including saved replies, help-articles and knowledge bases
5. Develop escalation paths and procedures to ensure edge-cases are addressed
6. Oversee implementation of the operations working with CommOps, Business and Tech partners
7. Generate insights for the business and product teams

Basic Qualifications

1. Minimum 6+ years of experience in operations, program management, consulting or corporate strategy with excellent program management and organizational skills
2. Minimum 4+ years of experience in support operations

Preferred Qualifications

1. Deep experience and expertise in developing processes for support operations
2. Demonstrated ability to thrive in high-pace environment bringing structure to new problems and concepts
3. Outstanding communication and stakeholder management skills
4. Excellent analytical skills, with ability to recommend and make data based decisions
5. Knowledge of Uber customer support operations
6. Experience working with large and distributed global teams
7. Experience in the AV industry
8. Bachelor's Degree

For San Francisco, CA-based roles: The base salary range for this role is USD$152,000 per year - USD$169,000 per year. 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 .

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