About the Role

You’ll bring to the table strong strategic thinking, operational prowess, program management ability, and interpersonal ability to maintain relationships. The team will look to you as a specialist in our operations, systems, and tools. In this role, you will be responsible for developing and maintaining a roadmap that enhances our operational workflows and supports our tooling systems, with a focus on increasing efficiency, customer support, and scalability.

What the Candidate Will Do

• Roadmap development: Develop and maintain a comprehensive roadmap for operational process optimization and tooling enhancements, with a focus on support tools including Zendesk and Front. 
• Implementation: Implement new customer support tooling solutions for a large population of operators using Zendesk and Front. 
• Cross-functional alignment: Partner across our Tech and Ops teams to ensure alignment on business requirements and prioritization of solutions.
• Customer Support: Utilize internal data and input from front line operators to understand the customer support experience and highlight areas for improvement. Help our Account Operations team provide best in class experience. 
• Strategic leadership: Provide leadership and strategic direction to program teams, ensuring alignment with business goals.
• Program execution: Oversee and manage program timelines, deliverables, and resources to ensure successful project execution.

Basic Qualifications

• 6+ years of professional experience in a program manager, technical program manager, or product management role
• Proven experience managing the strategic roadmap of a large scale customer support tool, such as Zendesk, Salesforce Service Cloud, Microsoft Dynamics 365 Customer Service, Front, or similar systems in an enterprise environment 
• Strong understanding of process optimization and continuous improvement methodologies.
• Exceptional organizational, problem-solving, and communication skills.
• Ability to lead and collaborate effectively in a fast-paced, cross-functional environment.
• Experience collaborating with and presenting to executive leadership

Preferred Qualifications

• Strong understanding of process optimization and continuous improvement methodologies.
• Exceptional organizational, problem-solving, and communication skills.
• Ability to lead and collaborate effectively in a fast-paced, cross-functional environment.
• Experience collaborating with and presenting to executive leadership
• Experience implementing customer support tools for large operations
• Experience in the freight or logistics industry, or a similar sector.
• Familiarity with industry-specific technologies and tools.
• Experience managing third party vendors

Benefits & Compensation for U.S. Employees

Employees working more than 30 hours in the US at Uber Freight are eligible for benefits like a company sponsored health plan, dental and vision benefits, 401k match, financial and mental wellness benefits, parental leave, short- and long-term disability coverage, life insurance and more.  US based employees may also be eligible for a performance or sales incentive bonus program, participation in Uber Freight equity awards, and other types of compensation depending upon the role.

Illinois: The salary range for this role is $133,200 to $162,800 a year

About Uber Freight

Uber Freight is a market-leading enterprise technology company powering intelligent logistics. With a suite of end-to-end logistics applications, managed services and an expansive carrier network, Uber Freight advances supply chains and moves the world’s goods. Today, the company manages nearly $20B of freight and one of the largest networks of carriers. It is backed by best-in-class investors and provides services for 1 in 3 Fortune 500 companies, including Del Monte Foods, Nestle, Anheuser-Busch InBev, and more. For more, visit www.uberfreight.com.

Candidate Privacy Notice

Uber Freight is committed to protecting the privacy of our candidates. We collect and process personal data in accordance with applicable data protection laws. For detailed information on how we handle candidate data, please review our Candidate Privacy Notice.

EEOC

Uber Freight is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regards 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.