IT Application Operations Program Manager at Uber (San Francisco, CA)

| San Francisco, CA
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About the Role
The Uber IT Engineering team plays a critical role executing high-impact org-wide initiatives and continuously improving processes to increase the effectiveness of our products, operations and engineering organizations.
A Program Manager (PgM) in this role will structure and drive the Application operations team for the IT Engineering Operations org. Specifically, the PgM will own operations support for our Enterprise Applications Ops team within IT-ENG. You will work closely with the various engineering stakeholders to conceptualize operations solutions, work with the managed service provider to organize/align multiple operations teams for service delivery and drive execution to achieve IT Operations objectives and KPI's. You will be responsible for process standardization, ensuring execution is efficient and consistent, and holding your team(s) accountable by tracking progress, resolving dependencies, identifying issues, evaluating risks and communicating status to upper management and Key stakeholders. The PgM will intrinsically act as a coach to engage and energize the managed service provider to achieve customer focused goals and initiatives.
---- What the Candidate Will Do ----
  • Responsible for:
  • Direct governance of all Application Operations teams through a Managed Service Provider
  • Leading teams to operational excellence in a customer first, efficiency driven environment
  • Through partnership and effective leadership, setting and maintaining operations and high customer service standards.
  • Works collaboratively with all IT Operations, and Engineering teams to ensure the employee experience at UBER is second to none.
  • Provides strategic direction and leadership for the App Ops services teams.
  • Provides significant influence on short and long-term business goals.
  • Communicates IT Ops strategy effectively to all departments to achieve KPI goals.
  • Build operational process and procedures that ensure speed, service, and efficiency in a 24x7 support function capable of triaging and closing requests/incidents via multiple communication channels
  • Negotiate with strategic business partners to define service offerings, service level agreements, operational integration and handoffs, and cross team processes
  • Identify opportunities for business improvements through smart use of process, self service, and positive deflection
  • Reporting and monitoring that provide transparency and accountability across the IT Ops services portfolio; author regular communication around operational capabilities and performance
  • Work closely with all support teams on overall operational success
  • Build a strong self-directed team to deliver exceptional products and support to customers.
  • Understand technical implementation at the architecture level and propose technical alternatives when necessary. Ask questions that clarify priorities and Lead the team to be highly effective.

---- Basic Qualifications ----
  • 3+ years as a Program Manager or Operations Leader focusing on support operations and Customer satisfaction initiatives
  • Strong operational program management experience within IT or customer service support delivery
  • Excellent written and verbal communication skills including ability to deliver program status, roadmaps, business outcomes & impacts and metrics.
  • Strong organizational skills to manage multiple, competing priorities simultaneously.
  • Strong analytical skills with the ability to demonstrate using objective data and metrics to back up assumptions, recommendations and decisions

---- Preferred Qualifications ----
  • Proven ability to navigate matrixed organizational structures to achieve alignment, prioritization and delivery across teams
  • Ability to influence, motivate, and align people across a broad variety of job functions through your relationships. Engineers enjoy working closely with you
  • PMP & Agile certifications
  • Proficiency in JIRA, Service Now, Gsuite, Workday, iCIMS, Salesforce, SOX, GDPR, and compliance
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An Insider's view of Uber

What’s the vibe like in the office?

When I went into the office for my final interview with Uber, I had the same feeling that I did when I stepped onto my college’s campus for the first time: it just felt like the right fit. The office was high-paced but also relaxed and you could immediately tell that people were friends and genuinely enjoyed being there.

Paige Sammarco

Account Executive, Uber Eats

What kinds of technical challenges do you and your team face?

One of the big challenges today with experimentation is around guaranteeing correctness, especially for small changes to ensure confidence in results. Was that change the cause of new behavior? Did other experiments get in the way? It all comes down to how accurately you can detect small changes within consumer behavior.

Azarias Reda

Head of Uber's Experimentation API team

What makes someone successful on your team?

"It’s not just about the individual contributor. The most successful people are the ones learning from others. On my team, I make sure that everyone shares best practices and we foster a collaborative culture. So when you’re on a call, you’re never really alone. And that applies to everyone."

Ali Faivus

Head of Mid-Market Sales

How do you empower your team to be more creative?

We make sure we don’t ship org structures, but rather aligned products. How can our products complement one another, building upon each other to achieve our primary goals? Whether it’s scheduling, routing, predictive analytics, or operational excellence, we are acting as one, and smartly leveraging our domains and strengths.

Joe Chang

Director of Engineering, Uber Freight

How does your team reward individual success?

I believe recognizing someone’s contributions are a big part of team play. On our weekly meetings, we always start with a shout-out, and it’s amazing how this simple topic stimulates the team to recognize small victories and accredit colleagues for their accomplishments. This brings our team together and fosters a more collaborative environment.

Silvia Penna

Sr Manager, Central Operations

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