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About the Role

We are seeking a Senior Program Manager - Restaurant Support Tech Enablement to design and lead key programs aimed at elevating the restaurant support and agent experience through AI and tech solutions. enhancing the delivery restaurant (B2B) experience.

This role focuses on enhancing the end-to-end merchant (B2B) support experience through tech and AI enablement within Uber’s delivery business. It involves leveraging merchant insights to influence the design and prioritization of support technologies that drive automation, efficiency, and satisfaction across the support journey.

As a senior member of the delivery organization, this role will have significant cross-functional influence, leading efforts and driving rollouts in collaboration with global and local teams.

The role will be based in Amsterdam with the opportunity for travel across the EMEA region on an ad-hoc basis.

About our team

The food delivery market in Europe is highly competitive and rapidly growing. As Uber grows, delivering a customer experience that we are proud of is a top priority. Across all the countries in which we operate (12 in EMEA), restaurants have many options - we want to be the service they trust, and the platform they know is there to help when things go wrong.

Within Uber, Community Operations plays a key role in managing and overseeing support processes. These touchpoints cover self-service, automated experiences, and in-person support (via chat, email or phone to name a few). CommOps teams feed key insights about experience back into the organization, helping Uber improve products and processes. Community Operations partners with stakeholders across our business who share the goal of improving user experience, while supporting Uber’s rapid growth.

What You'll Do

• AI & Tech Enablement: Influence the development and adoption of AI and tech-enabled support solutions in close collaboration with product and engineering teams. Champion the voice of the merchant to shape innovative, customer-centric functionalities that enhance both the merchant and agent experience. Use insights, data, and emerging technologies to identify high-impact opportunities, drive continuous improvement, and deliver scalable, forward-thinking solutions that redefine the B2B support journey.
• Program Management: Lead tech-driven initiatives concurrently, to improve the merchant support experience across EMEA
• Leadership and Influencing: Influence horizontally and vertically across the organization by demonstrating your domain expertise and value-based thinking. Formulate robust customer experience strategies that can be easily understood and adopted across all layers of the organization.
• Analytical Approach: Analyze and draw conclusions from data, challenge biases and fallacies, and communicate complex concepts in a narrative and story-rich way.
• Planning & Organisation: Identify priority activities that will improve experience, and drive their implementation in a structured and efficient way.
• Problem-Solving: Efficiently find solutions to key problems- resolve root causes and operationalize solutions; stay ahead of emerging trends and anticipate the need for harmonization when relevant to build scalable and efficient solutions.
• Stakeholder Management: Understand the complex network of teams who touch the Restaurants and drive impact. Build trust and credibility as you work to manage your complex portfolio and deliver results.

What You’ll Need

• Minimum 5 years of experience in tech-enabled support operations, customer experience design, or product strategy within a fast-scaling digital platform is preferred.
• Strong technical acumen and AI fluency - you can effectively partner with product, and engineering teams and contribute to building intelligent support solutions.
• Data-driven and analytical approach. You can look at any spreadsheet and know the right questions to ask to get to practical outcomes, and you know how to explain data in a digestible way.
• Very comfortable leading multiple, ongoing projects in a dynamic, fast-paced environment with shifting timelines and a complex stakeholder management matrix.
• Strategic thinking with hands-on execution - able to zoom in and out across policy, process, tech, and data.
• You're able to strike a detailed tone, whether you're explaining a new process or addressing senior leaders. You can design impactful presentations and are capable of influence and persuasion.
• You have excellent organizational skills, integrity, and great follow-through on tasks.
• You are an exceptional communicator, capable of crafting data backed narratives with strong storytelling components.
• Natural curiosity. You love learning how things work and you're always looking for innovative solutions. You enjoy testing different strategies and tracking the results.

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.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.