Sr. Program Manager - Global Customer Insights & Advocacy

About the Role

The Customer Insights & Advocacy (CIA) team within Uber's CommOps support organization serves as a global voice of customers, providing actionable insights, fostering empathy, and advocating for product, policy, and process improvements.

In this role, you'll support the transformation of customer feedback into actionable insights using Generative AI-enabled conversation analytics. You'll help CommOps, Ops, and Tech teams leverage AI to extract valuable Voice of Customer (VOC) insights that drive strategic improvements across Uber.

This is a unique opportunity to shape customer experience through AI-driven solutions and make a significant impact on Uber's global operations.

What the Candidate Will Need / Bonus Points

\\-\\-\\-\\- What the Candidate Will Do ----

- Collaborate with CommOps, Operations, and Tech teams to implement AI tools that enhance customer interaction analysis and feedback processing
- Partner with internal and vendor teams to create a taxonomy of root cause issues causing customers to contact Uber
- Design and partner with analytics teams to maintain reporting that tracks customer feedback trends and their impact on key business metrics
- Work closely with internal Tech and Vendor teams to refine AI models and platform output to ensure delivery of high-quality insights
- Playbook and promote best practices for VOC analysis and insights generation
- Stay updated on industry trends and innovations in AI and customer feedback analytics, ensuring Uber remains a leader in leveraging AI for customer insights

\\-\\-\\-\\- Basic Qualifications ----

- 4+ years of experience in technology, consulting, operations or other highly agile, project based environments
- Previous experience developing and deploying new technology products
- Excellent communication with ability to effectively engage internal stakeholders and external vendors
- Proven ability to manage cross-functional projects and collaborate with diverse teams
- Excellent analytical skills, with experience in using data to drive business decisions and process improvements

\\-\\-\\-\\- Preferred Qualifications ----

- Bachelor's degree
- Experience with data analysis tools (e.g., Excel,Tableau) and familiarity with AI/ML applications for customer insights
- Strong understanding of customer experience (CX) principles and VOC frameworks
- Entrepreneurial spirit - the drive to continue building and improving all processes
- Comfortable working in ambiguous and rapidly changing environments, with the ability to make informed decisions and drive progress

For New York, NY-based roles: The base salary range for this role is USD$124,000 per year - USD$137,500 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$124,000 per year - USD$137,500 per year.

For Sunnyvale, CA-based roles: The base salary range for this role is USD$124,000 per year - USD$137,500 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](https://www.uber.com/careers/benefits).

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing [this form](https://forms.gle/aDWTk9k6xtMU25Y5A).

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.