International Autonomous Vehicle (AV) Support Program Leader, CommOps

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) Support Program Leader to develop and implement Standard Operating Procedures for Autonomous Vehicles in EMEA and APAC. 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 8+ years of experience in operations, program management, 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 brining 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

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.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.