About the Role

Since 2020, Delivery at Uber has grown tremendously on the back of increased demand caused by the pandemic. Merchants across all categories have increased their investment and interest in their digital and delivery offering. Without having their own on-demand logistics capability, merchants are looking for a partner who can fulfill the requirement for last-mile delivery. With millions of drivers and couriers providing on-demand logistics through our existing marketplace, Uber is well positioned to allow merchants to use our network of couriers, fulfilling the on-demand last-mile-delivery service for orders to their own app and website. Direct is rapidly growing the ways in which Uber connects the world.

As a Program Manager for EMEA (excluding the UK & France), you'll be at the forefront of transforming how we support users across diverse and fast-evolving markets. You'll partner with Direct Ops and Central CommOps to elevate customer experiences, shape support strategies for high-impact verticals like Pharma, and lead scalable implementations across regions. This role is ideal for someone who thrives in complexity, excels in cross-functional collaboration, and is passionate about delivering measurable impact.

You'll work in an environment where change drives innovation, and success is defined by improved customer satisfaction, seamless market expansions, and operational excellence. If you're excited about moving fast, solving tough problems, and shaping the future of customer support at scale, this role is for you.

What You'll Do

• Elevate support performance across EMEA Direct markets: Drive measurable improvements in key support metrics (DR, CSAT, 1* CSAT, FCR) by surfacing insights, identifying trends, and executing data-driven strategies.
• Lead support strategy for new markets: Partner with cross-functional teams to deliver seamless UMS rollouts and ensure a consistent, high-quality customer experience from day one.
• Design and scale tailored support models: Develop market-fit solutions-from dedicated to elevated models-based on maturity and user needs, ensuring both scalability and service quality.
• Champion category and merchant expansion: Develop tailored support frameworks for strategic verticals, including Pharma, enhancing experience for high-value partners.
• Influence strategic direction: Act as a key partner to Direct Ops and CommOps Central, shaping roadmaps and turning business needs into scalable, tech-enabled solutions.
• Translate customer feedback into action: Leverage voice-of-customer insights to identify root causes and drive continuous improvement initiatives that build user trust.
• Drive complex, high-impact initiatives: Scope, prioritize, and deliver cross-functional projects that improve both the customer journey and operational efficiency.
• Lead through influence in a matrixed environment: Align stakeholders across Operations, Product, and Global CommOps to move initiatives forward in a fast-paced landscape.
• Foster team growth: Share knowledge, mentor peers, and contribute to a culture of learning and collaboration.

• 5+ years of proven experience in Customer Support or Operations-preferably in a tech-driven or platform environment-where you've owned performance metrics and implemented support strategies at scale.
• Strong program and project management skills, with a demonstrated ability to lead cross-functional initiatives from concept to execution, especially in market or product launches.
• Analytical mindset and data fluency-comfortable navigating metrics such as CSAT, DR, and FCR to drive insights and action.
• Experience leveraging Voice of Customer (VoC) and user experience feedback to improve service journeys, solve root causes, and influence decision-making.
• Ability to work in matrixed environments, aligning with cross-functional stakeholders across Operations, Product, and Support.

• Bachelor's degree in Business, Strategy, Operations, or a related field.
• Experience operating across multiple EMEA markets, with strong awareness of regional nuances in customer behavior and operational strategy.
• Track record of stakeholder engagement-you've influenced priorities, shaped roadmaps, and led through alignment rather than authority.
• Strategic problem-solving skills, with a passion for building scalable solutions that improve both customer experience and operational efficiency.
• Cultural intelligence and adaptability, allowing you to thrive in a fast-paced, ever-evolving environment with diverse teams.