Senior Program Manager
2 weeks ago
Uber is seeking a highly skilled Senior Program Manager to join our Customer Insights & Advocacy team within CommOps. As a key member of this team, you will play a critical role in transforming customer feedback into actionable insights using Generative AI-enabled conversation analytics.
In this role, you will collaborate with CommOps, Operations, and Tech teams to implement AI tools that enhance customer interaction analysis and feedback processing. You will also partner with internal and vendor teams to create a taxonomy of root cause issues causing customers to contact Uber.
Key Responsibilities:
- Collaborate with cross-functional teams to design and implement AI-powered solutions for customer insights
- Develop and maintain reporting that tracks customer feedback trends and their impact on key business metrics
- Work closely with internal Tech and Vendor teams to refine AI models and platform output to ensure delivery of high-quality insights
- Stay updated on industry trends and innovations in AI and customer feedback analytics, ensuring Uber remains a leader in leveraging AI for customer insights
Requirements:
- 4+ years of experience in technology, consulting, operations, or other highly agile, project-based environments
- Previous experience developing and deploying new technology products
- Excellent communication and collaboration skills
- Proven ability to manage cross-functional projects and collaborate with diverse teams
- Excellent analytical skills, with experience in using data to drive business decisions and process improvements
Preferred Qualifications:
- Bachelor's degree
- Experience with data analysis tools (e.g., Excel, Tableau) and familiarity with AI/ML applications for customer insights
- Strong understanding of customer experience (CX) principles and VOC frameworks
- Entrepreneurial spirit and ability to work in ambiguous and rapidly changing environments
What We Offer:
Uber is proud to offer a competitive salary range of $124,000 - $137,500 per year, depending on location. You will also be eligible to participate in Uber's bonus program and may be offered an equity award and other types of compensation. Additionally, you will have access to various benefits and a dynamic work environment.
Uber is an Equal Opportunity/Affirmative Action employer. We consider qualified applicants regardless of sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
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