Job Description

About The Role

At Uber, delivering exceptional customer support isn't just a function - it's a core part of our product. As a Senior Program Manager for Access & Growth, you will lead a high-impact team focused on designing and executing strategic initiatives that make it easier for earners and riders to access our platform, drive business growth, and enhance the customer experience across the board.

You'll own programs from definition through execution, managing cross-functional initiatives that improve service delivery, optimize processes, and elevate support quality. This role requires a unique blend of analytical thinking, operational rigor, customer obsession, and people leadership.

What You'll Do

* Shape Support Strategy: Define and execute key elements of our regional support strategy to enhance access and user experience.
* Lead Strategic Programs: Own and implement a portfolio of initiatives in partnership with Product, Operations and Global CommOps teams.
* Drive Continuous Improvement: Identify areas of opportunity through data analysis, user feedback, and process review; lead efforts to scale improvements.
* Champion the Customer: Be the internal voice of our earners and riders, ensuring their needs shape our service offerings.
* Enhance Collaboration: Build strong relationships with cross-functional teams to align priorities, share insights, and deliver impactful results.
* Lead a High-Performing team: Manage and mentor team members to achieve program goals and professional development milestones.

Basic Qualifications

* Business-level fluency in English is required; fluency in Spanish or Portuguese is a plus depending on location.
* 6+ years of experience in program or project management, operations, or a related field.
* Experience in consulting, tech, startups, or high-growth operational environments
* People management experience
* Proven ability to manage complex projects with multiple stakeholders under tight timelines.
* Strong analytical mindset; you make decisions based on data and know how to derive insights from ambiguity.
* Excellent communication skills-able to craft compelling presentations, write with clarity, and influence decision-makers at all levels.
* Track record of cross-functional leadership and stakeholder management.
* Customer-obsessed with a deep understanding of how to improve customer interactions and journeys.
* Proactive self-starter who can solve problems independently and thrive in fast-paced environments.

Preferred Qualifications

* Working knowledge of SQL and comfort with data tools
* Certifications in Six Sigma, Change Management, or Project Management (PMP/Prince2)