Job Description

Associate Program Manager, Social Media Customer Support

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

About the Role

As a Program Manager within our Social Response Team you will lead the UberEats social media support strategy in order to boost customer experience, engagement and overall satisfaction. This typically involves managing an organisation's online presence by developing a social support strategy, defining support process and policies, analyzing usage data, collaborating with key stakeholders and managing continuous improvement projects.

This role can be based in San Francisco, Washington DC, Chicago, Los Angeles, or Boston.

• Lead @UberEats to provide a world class social media support experience
• Collaborate with key organizational stakeholders and align on initiatives to ensure they are connected to the larger social support and brand goals
• Maintain a reporting cadence on performance, trends, and projects designed to standardize, improve processes, and enable better performance of the program
• Support the launch of new customer promotions, events and marketing campaigns with a focus on providing a great, transparent customer social media experience
• Serve as a engagement partner for @UberEats to regional and global stakeholders to drive an excellent customer experience
• Align work collaboratively with all social support project managers

What You'll Need

• Bachelor’s Degree and minimum of 2+ years of project management/customer support experience
• Experience analyzing data to identify trends and present key findings (both quantitative and qualitative) to inform customer-focused decisions to facilitate change
• Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice
• Working knowledge of Sprinklr, Lithium Social Web or similar social media support tools
• Self-starter willing to wear multiple hats
• Eye and appreciation for thoughtful design
• Ability to set and manage expectations from multiple stakeholders in projects.
• Basic understanding of Social Media industry and customer support trends.

Bonus Points if

• Copywriting experience acting as the social voice for a major brand
• Knowledge of the food and drink service delivery industry

About the Team

Community Operations is pioneering how Uber manages customer and partner support around the globe. The team you will join has one mission: Make Customer Experience our #1 Competitive Advantage. You and your teammates will champion this mission every day until there are no doubts it’s a reality.

See our Candidate Privacy Statement

At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.