Program Leader, Crash Claims Support
MSCCN - New York City, NY
Apply NowJob Description
About the Role Safety at Uber is a core value and a cornerstone of the user experience. We are constantly working to redefine the meaning of road safety on a global scale by anticipating and minimizing risks. When things don't go as planned, we provide fast, high-quality support for our users during the most critical moments. Delivering this level of support takes leaders who can understand Uber's operations and adapt to meet the needs of constantly evolving products and programs. As a Program Leader, you will play a pivotal role in enhancing the support experience for users involved in crashes while using the Uber platform. You will lead complex, cross-functional projects in close collaboration with key stakeholders from Uber's claims, operations, product, and legal teams. You will craft strategies to elevate the support experience, set goals to track the success of the program, and provide regular updates to executive leadership. The Community Operations team is uniquely positioned to advocate for the customer experience, and your role will be instrumental in balancing efficient processes with high-quality outcomes. What You'll Do Understand the end-to-end customer journey for users involved in a crash while using the Uber app Optimize the customer experience by leading with empathy, transparency, and education to achieve best-in-class support Facilitate efficient internal processes that decrease the time it takes to submit crash claims to our insurance partners Partner with product teams to enhance our crash detection technology and provide proactive support to customers as quickly as possible Develop a reporting cadence on performance, trends, and projects designed to standardize, improve processes, and enable better performance of the program Coordinate across functions and departments to tightly align goals for support, claims, product, and operations Enhance performance using a data-driven approach for issue identification, root cause analysis, and continuous improvement Ensure projects are properly defined and scoped with charters that include well-written problem statements, quantifiable goals, and baseline data Demonstrate customer obsession and a solid understanding of Uber's insurance policies and requirements Basic Qualifications 4 - 5+ years of project/program management experience with a focus on insurance, auto claims, or safety Preferred Qualifications Bachelor's degree or equivalent experience Experience in insurance, safety, or customer support Experience building efficient processes that scale across a large organization Experience leading cross-functional projects and influencing stakeholders using data-driven insights Advanced written and verbal communication skills High degree of adaptability to meet changing business needs Demonstrated ability to enhance business process in a fast-paced environment involving a high degree of complexity A passion for Uber's business and its users For Chicago, IL-based roles: The base salary range for this role is USD$133,000 per year - USD$147,500 per year. For New York, NY-based roles: The base salary range for this role is USD$148,000 per year - USD$164,000 per year. For Phoenix, AZ-based roles: The base salary range for this role is USD$118,000 per year - USD$131,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$148,000 per year - USD$164,000 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 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
Created: 2024-04-20