Community Operations is pioneering how Uber interacts with customers around the globe. We're looking for an EMEA Enablement (Content, Quality & Operational Excellence) PMO Manager to contribute to Uber's goal of providing an extraordinary customer experience in one of our fastest growing and most dynamic regions globally.
The EMEA Enablement PMO Manager is responsible for central management and reporting of the team projects and programs across different roles and sites, to ensure the Enablement team delivery and performance metric commitments to our partners are met and aligned with the wider business priorities. Enablement itself is a team that consists of Content, Quality and Operational Excellence and sits at the centre of all of our customer operations, providing the support the teams require to deliver and run the customer support experience.
The ideal candidate is eager to be heavily coordinated with the product, tools, operations, and leadership that will rely on thought leadership to drive meaningful results, provide standardisation and champion seamless coordination.
What You'll Do
Manage the end to end Project management office for Enablement within the customer operations team.
Identify and prioritise critical initiatives that improve our capacity, efficiency and/or excellence of our support operations in EMEA.
Manage team resources across all businesses and countries supported by Uber in the EMEA region, and find opportunities and risks within our team footprint.
Develop and execute multi-track plans with many dependencies quickly and with detailed accuracy; this will be a mix of leading others and getting your own hands dirty.
Identify and mitigate risks across the team project plans, including cross-team dependencies and duplicate efforts
Coordinate cross functionally with HQ, regional Community Operations teams, Customer Operations teams and our BPO partners
Find opportunities for optimisation, innovation and cooperation across the EMEA region
Build partner relationships through effective communication, roadmap design, and ensuring the right level of tracking and transparency on key achievements.
Provide leadership into the standard methodologies of Project Management for the team.
Build and lead your own projects, including: Providing end-to-end leadership and execution of projects from defining scope to implementation and managing tight project schedules, identify risks and clearly communicate goals to project partners
What You'll Need
5 years of experience in project management, support operations, and/or business strategy.
Experience working in a highly detail-oriented yet constantly evolving environment, demonstrating a high degree of diligence and accountability
Comfortable dealing with partners from various functions and aligning their recommendations into a strong action plan
Confident presenting findings to upper management within and across your organization
Process-oriented. You love efficiency and creating smart processes that are forward-thinking and effective
Exceptional written and verbal communication skills
Passion for data analysis and the ability to drive quality improvement, process improvement, and tool enhancements (SQL experience a plus)
Proactive in thinking about the bigger picture and how we can improve as a team and company
Creative mentality that enjoys experimentation and is willing to take bold bets
Willingness to travel across the European, Middle-East and Africa Region
Experience working with Waterfall and Agile project methodologies; certification preferred.
Experience working with Project management/Scrum tools. Knowledge of Jira and Asana is a plus.
We're changing the way people think about transportation. Not long ago we were just an app to request premium black cars in a few metropolitan areas. Now we're a part of the logistical fabric of more than 600 cities around the world. Whether it's a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.
For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.
We're reimagining how people and things move from one place to the next and have exciting opportunities to incorporate new forms of transportation like bikes, scooters, and any number of new modalities to better serve our customers.