Senior Program Manager

About the Role

We’re looking for a high-performing Program Manager to drive the Product Insight & Rollout (PIR) strategy across five key personas in APAC: Rider, Eater, Courier, Merchant, and Driver.

In this role, you’ll act as the regional champion for digital support product insights and rollouts, working cross-functionally with Product, Engineering, Community Operations (CommOps), and Regional Operations. You’ll ensure the successful implementation, adoption, and continuous improvement of digital support solutions across APAC.

You will work on cutting-edge, transformational technologies across user-facing, support agent-facing, and employee-facing product experiences. This includes pioneering efforts to leverage Generative AI (GenAI) to enhance digital support journeys, automate resolutions, and elevate both customer and agent experiences at scale.

This is a high-impact, highly collaborative role at the intersection of product excellence and customer obsession—requiring strategic insight, operational execution, and strong stakeholder influence.

This role will also manage a high-performing team of 12 professionals distributed across multiple APAC markets, spanning diverse functions. You will be responsible for setting team priorities, coaching talent, and enabling scalable impact through leadership and direction.

Your Impact In Role

- Tech Transformation: Work at the forefront of GenAI-powered experiences to optimize how users, agents, and employees interact with Uber's digital ecosystem.

- Insight Generation: Bring deep regional and persona-specific insights to influence product prioritization and feature design.

- Rollout Ownership: Lead the end-to-end launch of new digital products and features across multiple personas and APAC markets.

- Stakeholder Partnership: Build strong, trust-based relationships with Product, Tech, Ops, and CommOps teams to drive alignment and resolve blockers.

- Persona Leadership: Serve as the subject matter expert for the Rider, Eater, Courier, Merchant, and Driver personas—ensuring their digital experience needs are represented globally and met locally.

- Data-Driven Execution: Use data to identify opportunities for automation, workflow improvement, and self-service. Write SQL queries, and contribute to product analytics.

- Enablement Excellence: Evangelize product adoption by scaling internal documentation, training materials, workshops, and best practices.

- Continuous Improvement: Surface pain points, lead structured problem-solving, and contribute to evolving the digital experience roadmap.

- Strategic Approach: Develop and execute the strategy for the product insights and rollouts teams in collaboration with the Head of APAC & EMEA PIR.

- High-performing team: Manage 12 professionals setting team priorities, coaching talent, and enabling scalable impact through leadership and direction.

Basic Qualifications

- 8+ years of experience in program management, product operations, consulting, or similar roles within technology-driven or service-oriented organizations.

- Proven program management expertise with the ability to manage multiple, competing priorities in parallel. You thrive in agile environments (Scrum, sprint planning) and consistently deliver end-to-end ownership of complex initiatives.

- Strong business acumen and a sharp understanding of how to translate organizational needs into scalable, high-impact product and process solutions.

- Track record of success in APAC markets, with demonstrated ability to navigate regional nuances and drive cross-market alignment.

- Excellent stakeholder management and communication skills across both technical and non-technical audiences; able to influence, align, and inspire across functions and geographies.

- Advanced problem-solving and analytical abilities, with a structured thinking approach and a knack for turning data into actionable insights.

- Technical fluency and the ability to interpret and engage with product architecture, data flows, implementation trade-offs, and associated risks.

- Hands-on experience with AI and GenAI tools in a professional setting: including daily use of ChatGPT, Gemini, Notebook LM, Glean, or similar for research, synthesis, drafting, data exploration, analytics and stakeholder communication.

- Understanding of AI product mechanics: including prompt design, quality evaluation, feedback loop structuring, and integration with existing platforms.

- Proficiency in SQL (or equivalent) for querying data, and driving insights-driven decision making.

- Grit and resilience—you roll up your sleeves, take initiative, and stay the course even when faced with ambiguity or roadblocks.

- Process design and optimization experience, with a continuous improvement mindset and strong attention to operational efficiency.

- Team-first mindset—you collaborate naturally, elevate those around you, and prioritize what’s best for the mission and the team.

Preferred Qualifications

- MBA or advanced degree in a business or technical field.

- Experience in top-tier consulting or product-led tech environments.

- Familiarity with customer service tech (e.g., chatbots, CRMs, digital workflows).

- Exposure to GenAI, automation, and/or experience personalization technologies.

- Passion for innovation and interest in how AI can transform customer experience and operations

What’s in it for you?

Doing your best work means being your best self. We offer a wide range of benefits and perks that are uniquely Uber to support your health and wellbeing. Check them out here: https://www.uber.com/us/en/careers/benefits/

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 [email protected].