Job Description

Fix Experience is a global team that takes full ownership of production Bug and Outages and drives them all the way to resolution in real-time. The team serves two key functions while bridging the gap between our support and engineering organizations. 1) We triage agent reports of possible bugs and outages to identify system issues by deeper investigations, reproducing the issue, and escalating them to the appropriate team to drive resolution in a timely manner. 2) We also handle incident response protocols during outages to ensure that key partners are updated as well as we provide the support needed to connect the dots.

What You’ll Do

Support Product Managers and Program Managers on large cross-functional, high visibility or global projects with minimal guidance (in partnership with Eng, Product, and other CommOps teams) eg: Transformation
Independently execute Fix Experience projects and ensure project deliverables are consistently on-schedule and meet project objectives
Estimate work efforts, design project plans, define milestones and manage resources accordingly, while driving adherence and compliance with deadlines on deliverables as assigned to projects;
Identify and escalate operational weaknesses and help improve or innovate new processes to increase overall efficiency across the organization;
Help ideate and work through end to end programs right through ideation, execution and closure of priority programs for the program
Track progress, understand dependencies, communicate status to upper management and project stakeholders, and facilitate and coordinate schedules for meeting either locally or across sites
Design, build, implement, and maintain effective knowledge base for queues: build  comprehensive troubleshooting guides; learning/training plan; other SME resources
Refine current work process by helping build, design, and implement the Tier1/ Tier2 process segmentation
Build culture of insights generation to improve domain, process, and overall business by reviewingJira & T3 metrics regularly
Hold weekly or fortnightly syncs for each specialized queues to provide resource and material updates
Ability to convert ambiguous business problems into digestible and actionable solutions or projects
Train and mentor frontline agents for continuous improvement within the Fix Experience team
Regular queue work and pager duty to ensure top of team domain expertise and knowledge
Design, Build, and Circulate top management-level slide presentations and communication
Other ad-hoc project work as the business requires

What You’ll Need

At least 2 years of experience in project management: you have proven experience of managing or have participated in multiple projects end-to-end in a fast-paced environment

At least 2 years of experience in bug identification, triaging, bug reproduction, debugging and outage identification; or IT incident management

Or 2+ years of hands-on experience in Software / Application tech issues investigation, problem identification, reporting observations to the tech team and getting them fixed

Or 2+ years of data analytics/science experience with insights, and intermediate SQL and coding experience

Or 2+ years of Uber Operations experience specializing in retail, heavy investigations, end to end support to customer concern resolution; and heavy mastery of Uber domain, app, and tools

Technical skills: basic SQL query and/or coding experience, intermediate sheets experience, proficient in Google Suites

Excellent written and verbal communication skills
Excellent deck creation and presentation skills
Strong stakeholder management, interpersonal skills and ability to communicate and influence people at all levels across a broad variety of job functions
Ability to work with remote teams across time zones to develop strategies and foster a cohesive and creative work environment
Excellent planning and organizational skills to juggle many tasks without losing sight of the highest priority items. Ability to stay focused under pressure, prioritizing and managing multiple projects simultaneously in a fast-paced environment
Ability to problem solve and understand complex concepts and work collaboratively across multiple functions and teams. Demonstrate analytical skills, initiative, persistence, ability to problem solve, and enthusiasm for learning new skills; Offer creative thinking and solutions

Ownership and entrepreneurial mindset

Schedule flexibility

Preferred Experience and Skills:

Bachelor's degree
PMP or ITIL certification
Experience in data reporting and analytics