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Uber Logo Uber · Insurance

Program Leader - Crash and Claims Support

United States, New York Employment contract 130000.00 - 180000.00 USD / Year · Job Posted April 23, 2026
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Job Description

We have an exciting opportunity within our US & Canada Claims operations. In this fast-paced environment, you’ll tackle complex challenges, implement innovative process improvements, and deliver exceptional vehicle crash support and claims customer experiences. Join us to make a meaningful impact and shape the future of claims outcomes through your expertise and strategic vision. As part of the US & Canada Vehicle Crash and Claims Experience team, you’ll leverage your skills and experience to address evolving challenges, drive operational excellence, and contribute to groundbreaking strategies that redefine industry standards. If this aligns with your passion and expertise, we want to hear from you! We’re looking for a Program Leader to help shape and realize the vision and strategy of our Vehicle Crash and Claims Experience team. This role will be responsible for building program foundations, evaluating the effectiveness of existing support and claims processes, and striving for industry leading claims experience.

Job Responsibility

  • Define and drive the end-end process from customer reporting to claims submission that allows for an empathetic and seamless customer experience
  • Be comfortable with ambiguity, lead through influence, and partner with various teams and business stakeholders to drive decisions and projects to completion
  • Partner with cross-functional teams to influence key metrics and continuously improve claims processes serving as a functional expert across Crash and Claims support
  • Measure and evaluate processes and drive continuous process improvement with an eye towards customer satisfaction
  • Ensure launch readiness from a product quality perspective: Partner with CO & InsurTech product managers, CX teams and GDX to ensure all support features meet the bar before launch and / or scaling
  • Champion Craftsmanship: Embed a culture of quality across all teams — advocating for bug free product, great fit and finish, and excellent customer experience across platforms and products
  • Map end-to-end customer journeys to uncover friction points and design interventions that improve support touchpoints and overall Claims handling
  • Develop and deliver clear executive communications that effectively summarize insights, project updates, and business impact for senior stakeholders
  • Lead strategic projects end-to-end, from scoping and planning to rollout, tracking, and impact reporting
  • Continuously drive process improvement and innovation, identifying automation, efficiency, or simplification opportunities that strengthen Claims submission quality and efficiency

Requirements

  • Bachelor’s Degree or equivalent experience in planning, setting metrics, and roadmap development
  • 5+ years of prior work experience in program management or a related field (e.g., consulting, support operations, Insurance/Claims Management, etc.) with demonstrated experience designing processes, process optimization, program execution

Nice to have

  • Experience building efficient processes that scale across a large organization and drive customer experience and operational process improvements
  • Strong analytical mindset
  • ability to work with data to identify defects, trends, and gaps
  • Excellent stakeholder management and communication skills
  • Track record of balancing analytical strategic thinking with quick decision-making, change management, and timely execution
  • Exceptional written, verbal, and visual communication skills
  • Experience working with ambiguity in a fast-paced environment
  • Experience in service-industry or customer support, especially in Insurance Claims
  • Ability to drive consensus and actionable results across highly cross-functional teams
  • Data-driven mentality and strong business judgment
  • Tech-Forward Mindset: Familiarity with leveraging GenAI and automation to streamline agent workflows without compromising the human empathy
  • Track record of building and continuously improving processes and programs supporting multiple stakeholders with often conflicting priorities

What we offer

  • Eligible to participate in Uber's bonus program
  • May be offered an equity award & other types of comp
  • Eligible to participate in a 401(k) plan
  • Various benefits
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