Senior Program Manager, Courier Experience and Support Operations Job at Uber (Amsterdam)

Job Description

At Uber, providing excellent customer support to our users is a core feature of our product experience. For the Uber Eats space, we must maintain that level of customer service while scaling to meet the needs of a new and rapidly growing business, whether it be a leading market or a country we are just entering. As a Senior Program Manager for the EMEA Courier CX team, you will lead projects that enhance the overall quality of Courier customer support across the mega-region, influencing other markets and collaborating on solutions ranging from city to global scales. This role will be responsible for building world-class customer support by leveraging existing support capabilities and defining unique, net-new processes and policies. Your mission? Design and implement Courier support experiences that are seamless, scalable, and efficient - from onboarding to long-term engagement on the platform. You’ll work cross-functionally with local, regional, and global stakeholders (CX, Ops, Marketing, Marketplace, Product), play a key role in shaping EMEA and Global programs, and support the launches of AI-powered tools and emerging technologies.

Job Responsibility

Design & execute high-impact, cross-functional initiatives that define the courier support experience, optimising automated, self-service and/or agent-driven channels, improving quality, efficiency and experience
Identify and prioritise the most impactful opportunities within a broad set of potential initiatives, using data, customer insights, and operational metrics to focus resources where they matter most
Project manage key regional and cross-functional initiatives - you’ll be the go-to person for Courier experience enhancements, premium support models, and new product launches, across existing and yet-to-be-launched markets
Improve operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement identification
Collaborate with Ops, Risk, Tech, and CX teams across EMEA and other mega regions to design, launch and iterate on support initiatives and products that balance business impact and customer satisfaction
Navigate a complex, matrixed environment to influence cross-functional, global, and regional stakeholders
building alignment, resolving competing priorities,s and driving execution on key Courier Operations initiatives
Test, measure and scale initiatives and projects, taking a strategic lens to determine where and how launches should take place
Be the voice and advocate for Couriers within the organisation and promote a customer-centric culture
Build a scalable governance model that connects regional operations with global strategy, ensuring consistent standards, data-driven decisions, and effective cross-functional collaboration

Requirements

At least 5+ years’ relevant experience: in Customer Experience, Program Management, Operations, or Support Enablement, preferably in a fast-paced, tech-driven environment
Data-driven and analytical approach: you can turn raw data into a clear analysis and utilise numbers to tell a story or build a strategy. You know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way. Advanced proficiency in Excel/Google Sheets
Strong working knowledge of performance metrics: you’ve used data to guide strategy, prioritise roadmaps, and assess results
Self-starter & program manager: you can structure a project from scratch, understanding the challenges and opportunities with limited leadership direction, and you are cool and calm under pressure
Excellent stakeholder management & teamwork: you build trusted and strong working relationships with cross-functional stakeholders. You can work as part of a small, lean team, as a key contributor, and you work well with everyone around you to achieve great results
Balance of strategic vision and operational rigour: you're equally comfortable with long-term planning and rapid execution
Natural problem-solver: you’re naturally curious, show analytical and critical thinking and are resilient in navigating ambiguity or competing priorities. You have a proven ability to lead complex, cross-functional initiatives that deliver measurable impact at scale
Strong communicator and influencer: with a knack for simplifying complexity, aligning teams with confidence and empathy towards a common goal, bonus points if you have experience presenting data and insights to senior audiences to obtain buy-in

Nice to have

Experience working across EMEA or Global markets, with an understanding of regional variation in operations, regulation and customer behaviour
Experience in the service-industry or customer support, with an obsession for delivering great customer experiences
Experience leading multiple cross-functional initiatives with a product, technical, or regulatory focus
SQL, coding, or programming proficiency: can Frankenstein a query for quick insights, bonus points for experience creating your own queries

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Senior Program Manager, Courier Experience and Support Operations

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