Job Description

Global Program Leader of Performance Management, Community Operations

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

Uber has found a strong product-market fit with its world-changing service, but we’re still innovating quickly and defining new business opportunities throughout the organization. We are looking to strengthen our global support ladder performance management program which is responsible for launching initiatives to motivate Uber’s 8000+ customer-facing support network.

What You’ll Do

• Contribute to and drive the long-term vision, strategy, functional structure and playbook for the global Performance Management program working closely with partners in the region
• Work collaboratively with Uber business teams to set performance standards, ensure process improvement, and motivate our agents to be world-class
• Bring knowledge and experience gathered from across the network and through data interrogation to drive meaningful insight and change
• Drive the globalization of our Performance Management practices across all lines-of-business
• Cultivate clear communications between regional teams and HQ to innovate and improve the process in order to grow organically

What You’ll Need

• Minimum 6 years of professional experience covering a wide range of responsibilities such as customer support and services, process development, implementation and improvement
• Extensive experience in role definition, progression planning, and bonus performance management by using data to validate pay-outs
• Proven track record of scaled operational management
• Can see through ambiguity and complexity to understand the core of challenges quickly and encourage people to action
• You’re innovative, extremely creative and constantly looking for ways to tweak and optimize a process
• Bonus : Experience working with multiple stakeholders across a truly global organization

About the Team

The Uber Performance Management team drives strategy and harmonization of our global network of support agents across the globe. The team is the central repository for all programs relating to bonus management, developing agent performance insights, launching standardization initiatives across the globe. Performance Management sits under Community Operations which is responsible for leading all of Uber Support.

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.