Mobility Experience Program Leader

**About EMEA Community Operations**:
Community Operations (CommOps) is pioneering how Uber interacts with users around the globe. We support all Uber business lines and propositions (Mobility verticals like Rides, Hailables; Delivery verticals like Eats and Grocery, and specific propositions like Uber for Business) and cover a broad range of activities including customer service, platform safety, new partner onboarding, sales, compliance and account management. Community Operations is also Uber’s face and ears to riders and driver partners, and thus plays a key role in customer insights & advocacy within Uber.

In EMEA, we lead these activities in 30+ countries and in 20+ languages, in large scale and highly nuanced market environments and operational complexity. We are very proud of being the most geographically diversified team in Uber, and welcome you to be part of our high performing, diversified and inclusive team

**About the job**:
The Mobility Experience team is transversal to all mobility markets in EMEA. Our mission is to shape customer-centric experiences that champion drivers & riders loyalty, and sustainable growth.

To achieve this, we’re looking for a Mobility Experience Program Leader capable of delivering high impact mobility priorities, such as defining the future role of CommOps in the context of evolving earner support needs and business models.

This role will require strong strategic thinking capabilities, a previous experience in complex project management, and outstanding communication & stakeholder management skills.

**What you'll do**:

- Vision & Thought Leadership: Be a thought partner to the Mobility Experience Leadership to set and operationalize strategic priorities, align regional and company vision, and investigate external benchmarks to surface new potential customer support competitive advantage.
- Program/Project Management: Be a dedicated multi-tasker for critical initiatives, such as framing and defining the future role of Community Operations regarding new strategic business models - able to prioritize, identify dependencies, solve and unlock bottlenecks and leverage a wide network of people & resources.
- Deliver executive and leadership level communications, tell the story of Mobility Experience, influence the customer-centric culture.
- Deal with senior business partner management (Global teams, Central Operations team, Regional leaders).

**What You’ll Need**:

- Minimum of 5 years proven experience in investment banking / consulting / business intelligence / strategy or related experience; some high-growth operations or startup experience is strongly preferred.
- Outstanding project management skills and problem solving capabilities.
- A data-driven and analytical approach with outstanding Excel / data management skills.
- Explorer - the ability to self-serve, investigate and get the data we require will make you much more effective in this role. Self-starter attitude is a must
- Communication. You are a clear and concise communicator with the ability to synthesize a lot of information quickly, highlight the key takeaways, and disseminate practical insights. You are able to design impactful presentations and are capable of influence and persuasion.
- Calm under pressure. You have excellent organizational skills, integrity, and great follow-through on tasks. You are comfortable working in a fast-paced environment.
- Incredible compassion and understanding of both riders and driver partners alike. You will be an excellent advocate for Uber's users and are passionate about the community experience.
- Natural curiosity. You love learning how things work and you're always looking for innovative solutions. You enjoy testing different strategies and tracking the results.
- Proficient in English. Second language is a plus.