The Uber IT Engineering team plays a critical role carrying out high-impact org-wide initiatives and continuously improving processes to increase the effectiveness of our products, operations and engineering organizations.
A Program Lead in this role, you will structure and drive the nUber (new hire) IT Equipment Deployment program for the IT Engineering Operations org. You will work closely with the various internal collaborators to conceptualize tech delivery solutions to ensure our new hires have the tech to be productive on their first day. Additionally, you will work with our managed service provider to organize/align multiple operations teams for service delivery and drive execution to achieve IT Operations objectives and Metrics.
You will be responsible for process standardization, ensuring execution is efficient and consistent, and holding team(s) accountable by tracking progress, resolving dependencies, identifying issues, evaluating risks and communicating status to upper management and Key collaborators. 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

• Direct oversight of all new hire IT Equipment deployment coordination in approximately 600 cities world wide.
• Work closely with all functions of the company that focuses on new hire onboarding from HR to Client Platform Engineering team to IT Supply Chain team for the delivery of IT Equipment to each new hires
• Ensure new hires are given their requested IT Equipment on/by their start date to eliminate productivity loss.
• Align closely with HR and Recruiting to obtain knowledge of all global new hires in the pipeline
• Work closely with the Global IT Supply Chain team to ensure they are stocking IT Equipment accurately to upcoming new hire demand and have all the necessary details to provision and deploy IT Equipment.
• Proactively Identify and unblock account activation issues.
• Update Documentation for support teams to follow as technology changes.
• Continue to iterate on the delivery and setup process to elevate the experience for incoming new hires.
• Monitor Technology Build Defects that are reported of by new hires
• Keep a pulse on ticket trends by New Hires to assist in building proactive or automated support for common cases.
• Engage, facilitate, and iterate Internal Collaborator Survey as well as New Hire IT Equipment Deployment Satisfaction Survey and build solutions where applicable
• 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.

Basic Qualifications

• 2+ 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 Requirements

• Proven ability to navigate matrixed organizational structures to align with, 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, G-Suite, Workday, iCIMS, Salesforce, SOX, GDPR, and compliance

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery customers, 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 a curiosity, passion and collaborative spirit, work with us, and let's move the world forward, together!
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
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