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Sr Program Leader, Comm Ops

Uber

Uber

Operations
New York, NY, USA
Posted on Saturday, May 13, 2023
About The RoleUS&C CommOps is part of the Global Community Operations organization which provides customer support to Uber Customers. We are seeking a highly motivated and experienced Head of Autonomous Vehicles (AV) Support to lead the development and implementation of a comprehensive customer support program for Autonomous Vehicles for both Mobility and Delivery. The successful candidate will be responsible for building a world-class customer support organization by adopting existing support capabilities to unique autonomous vehicles challenges.The ideal candidate for this role should have strong leadership, communication, program management and analytical skills. They should have extensive experience in customer support operations. Autonomous Vehicle experience is preferred but not required. What You'll Do
  • Lead and grow the AV support program team, based on Uber AV expansion plans
  • Design Uber’s AV support operations, working with various Global CommOps, Product and Business teams
  • Lead development and implementation of customer support operational strategy, and roadmap for autonomous vehicle, ensuring that it aligns with the overall business strategy and goals
  • Define and monitor key customer support metrics, ensuring world class customer support
  • Determine automation, self-service and agent tooling needs to enable seamless support and work with business and technology partners to implement the solution
  • Work with CommOps global teams to determine agent footprint and profiles, and help scale the support operations
  • Oversee the development of detail support content, knowledge base, help center and agent training
  • Work closely with Autonomous Vehicle Product and Ops teams to provide customer perspective and insights and help improve the overall autonomous experience
Basic Qualifications
  • Minimum 10+ years experience in operations, program management, consulting or corporate strategy with excellent program management and organizational skills
  • Deep experience and expertise in managing customer support operations
  • Demonstrated ability to thrive in high-pace environment brining structure to new problems and concepts
  • Outstanding communication, leadership and executive influencing skills
  • Strong analytical skills, with ability to recommend and make data based decisions
  • Bachelor's Degree
Preferred Qualifications
  • 3+ years of experience managing a large multi-leveled team, with multiple direct reports.
  • Experience working with large and distributed global teams
  • MBA or advanced degree
  • Experience in the AV industry ideal but not required
For Chicago, IL-based roles: The base salary range for this role is $162,000 per year - $180,000 per year.For New York, NY-based roles: The base salary range for this role is $180,000 per year - $200,000 per year.For Phoenix, AZ-based roles: The base salary range for this role is $144,000 per year - $160,000 per year.For San Francisco, CA-based roles: The base salary range for this role is $180,000 per year - $200,000 per year.For Washington, DC-based roles: The base salary range for this role is $180,000 per year - $200,000 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.