Program Specialist IV - Global Fix Experience

Uber is seeking a Program Specialist IV for their global Fix Experience team, responsible for managing production bugs and outages. This role involves supporting cross-functional projects, ensuring timely project deliverables, and improving operational processes.

Responsibilities:

• Support Product Managers and Program Managers on large cross-functional, high visibility or global projects with minimal guidance (in partnership with Eng, Product, and other CommOps teams) eg: Transformation
• Independently execute Fix Experience projects and ensure project deliverables are consistently on-schedule and meet project objectives
• Estimate work efforts, design project plans, define milestones and manage resources accordingly, while driving adherence and compliance with deadlines on deliverables as assigned to projects
• Identify and escalate operational weaknesses and help improve or innovate new processes to increase overall efficiency across the organization
• Help ideate and work through end to end programs right through ideation, execution and closure of priority programs for the program
• Track progress, understand dependencies, communicate status to upper management and project stakeholders, and facilitate and coordinate schedules for meeting either locally or across sites
• Design, build, implement, and maintain effective knowledge base for queues: build comprehensive troubleshooting guides; learning/training plan; other SME resources
• Refine current work process by helping build, design, and implement the Tier3/ Tier4 process segmentation
• Ability to convert ambiguous business problems into digestible and actionable solutions or projects
• Design, Build, and Circulate top management-level slide presentations and communication
• Other ad-hoc project work as the business requires

Requirements:

• 2 years experience in project management
• Experience with problem solving, collaboration, stakeholder management, and analytical skills
• Bachelor's degree
• At least 2 years of experience in project management: you have proven experience of managing or have participated in multiple projects end-to-end in a fast-paced environment
• At least 2 years of experience in bug identification, triaging, bug reproduction, debugging and outage identification; or IT incident management
• Or 2+ years of hands-on experience in Software / Application tech issues investigation, problem identification, reporting observations to the tech team and getting them fixed
• Or 2+ years of data analytics/science experience with insights, and intermediate SQL and coding experience
• Or 2+ years of Uber Operations experience specializing in retail, heavy investigations, end to end support to customer concern resolution; and heavy mastery of Uber domain, app, and tools
• Technical skills: basic SQL query and/or coding experience, intermediate sheets experience, proficient in Google Suites
• PMP or ITIL certification
• Experience in data reporting and analytics
• Excellent written and verbal communication skills
• Excellent deck creation and presentation skills
• Strong stakeholder management, interpersonal skills and ability to communicate and influence people at all levels across a broad variety of job functions
• Ability to work with remote teams across time zones to develop strategies and foster a cohesive and creative work environment
• Excellent planning and organizational skills to juggle many tasks without losing sight of the highest priority items. Ability to stay focused under pressure, prioritizing and managing multiple projects simultaneously in a fast-paced environment
• Ability to problem solve and understand complex concepts and work collaboratively across multiple functions and teams. Demonstrate analytical skills, initiative, persistence, ability to problem solve, and enthusiasm for learning new skills; Offer creative thinking and solutions
• Ownership and entrepreneurial mindset