About the role
As an EMEA CommOps Product Operations Lead, you'll use your expertise to deliver innovative products and features across EMEA Community Operations.
The successful candidate will also find themselves reporting on product and tooling performance, supporting outages and concerns, gathering, and raising insights for improvements.
We are looking for an individual that will be able to build a vision and strategy, implement autonomously, persuade, and engage stakeholders at all levels. Working cross-functionally you will also be partnering with global and regional teams. Helping Uber scale it's community operations optimally and improve the digital customer experiences in EMEA.
What You'll Do
Develop and implement the strategy in collaboration with the Head of Digital Solutions and TPM.
Define the roadmap and drive the timely execution of different initiatives in the pipeline working with various teams.
Build strong partnerships with all key business partners
Steer the programs process by designing and implementing strong governance, collaboration and communication constructs including:
Coordinating product cycles and large-scale cross-functional teams efforts
Operating a highly sophisticated executional engine
Optimize workflows with strong understanding of design architecture
Optimize EMEA CommOps processes to source, scope, and prioritize product requests from CommOps regional teams
Investigation into complex issues to identify root causes and potential solutions
Present product launch impact & insights to senior leadership in CommOps and Tech to drive business decisions and influence product roadmaps
Continuous improvement on existing product process and experience including investigating / surfacing key difficulties and insights, finding opportunities for policies, management of flows, rolling out enhanced products and features, adapting global solutions to the needs of the market.
Work with your team to:
Document and interpret tooling data to identify areas of improvement for agent efficiency
Write queries, perform data analysis and develop new metrics to track user engagement and optimisation opportunities for tooling
Create, improve and automate reporting methods through an understanding of databases, data relationships and integrity
Build and improve data pipelines and scalable dashboards
What You'll Need
+8 years experience in Program management/Product ops/Agent tooling with highly preferred experience in credible Tech Organizations or Management Consulting
We are seeking an experienced program manager, with organizational skills to handle opposing priorities simultaneously, work in an agile way (scrum, sprint planning, etc.), deliver end-to-end on projects with a strong operational approach
Strong analytical and quantitative skills with the ability to use data and metrics to back up assumptions, recommendations and drive decisions
Business insight and understanding: ability to understand and identify key business needs and how the team can help realize those needs
Problem Solving: Ability to take technical topics and get to the key problems, issues, and solutions fast; strong ability to deal with ambiguity, structure and solve problems autonomously and at scale
Technical proficiency and ability to: understand technical designs / flows / implementation, challenges and risks
Communication & Stakeholder Management: Able to explain and influence senior business partners; good written and oral/presentation abilities. In addition, be comfortable navigating a complex matrix organization and drive an agenda with key business partners
Experience working with: Product, Tech and Data Science teams, including the skills to read/edit flows, PRDs is preferred
Experienced in process design and optimization
Strong team, work ethic is essential!
Preferred Qualifications
MBA from top tier Universities
Experience in top tier Tech Organization or Management Consulting
Good understanding of product including agent tools, product rollouts & workflows
At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
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.
Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, and depending on the workplace location, Uber either requires* or recommends employees be vaccinated to access any of our facilities; this is subject to change solely at the Company's discretion.
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