Program Leader, B2B Support Strategy

**About the Role** The **Uber for Business (U4B) Support Strategy Program Leader** sits within the Global Programs, Innovation, and Advocacy (GPIA) organization within CommOps, Uber's team dedicated to delivering effective customer service. Our team's mission is to define, design, and deliver best-in-class support to Uber's U4B customers. The Program Leader will work with various cross functional stakeholders to shape the ways we interact with customers across Uber's business to business services. **What the Candidate Will Do** This Program Manager will work across many cross functional stakeholders to shape the ways we interact with customers across Uber's business to business services. There will be two primary responsibilities of this role: - **Global Strategic Program Ownership** \- Responsible for designing, launching, and managing global strategic programs to improve the experience that customers have with support, our products/services, and Uber as a whole. - **Support Readiness Ownership**\- Responsible for support strategy and execution for new product launches and feature enhancements, to meet Uber for Business goals in line with CommOps Global Strategy. **Basic Qualifications** - 5+ years of Program Management experience & 8+ years of total professional experience - Experience with the following: 1. Building and launching large-scale strategic programs from design to execution 2. Developing executive-level communications and presentations, and delivering verbal presentations to senior leadership 3. Analyzing and drawing conclusions from data - you are comfortable with large data sets, and using tools like Microsoft Excel or Google Sheets to understand them **Preferred Qualifications** - Designing and building customer experience and customer support strategies - Understanding and developing business-to-business (B2B) best practices; understands the difference between how B2B vs. B2C customers think and what they expect - Experience with Net Promoter Score (NPS) tools and methodology, or any other customer sentiment metrics and measurement - Experience driving efficiencies with AI tools For Chicago, IL-based roles: The base salary range for this role is USD$140,000 per year - USD$155,000 per year. For New York, NY-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 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](https://www.uber.com/careers/benefits). Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together. Uber is proud to be an Equal Opportunity 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.