Program Lead, AV Remote Assistance Operations Enablement

Remote Jobs; United States; Hybrid; USD 162,000 - 180,000; Full time

Job summary

Uber in San Francisco, CA seeks a Program Lead for Remote Assistance Operations Enablement to drive operational readiness, execution quality and performance management for the Remote Assistance program. You will partner across product, engineering, operations and external teams to ensure scalable, data‑driven delivery.

This high‑judgment role requires navigating ambiguity, building cross‑functional team alignment and delivering executive‑level updates on readiness, risk and governance.

Qualifications

• 5+ years of experience in operations, program management, product operations, consulting, strategy or analytics.
• Bachelor's degree.
• Experience with remote assistance, remote support, technical support, command center operations or real-time operational workflows.
• Experience managing complex operational programs involving cross-functional internal teams and external partners or vendors.
• Experience building operational readiness plans, launch frameworks, process documentation, performance management mechanisms and governance structures.
• Strong analytical skills with the ability to define metrics and drive data‑driven decisions.
• Strong technical fluency and ability to understand complex tools and workflows and product constraints.
• Excellent written and verbal communication skills, including executive-level updates and governance documents.
• Ability to navigate ambiguity, impose structure and drive alignment without direct authority.

Responsibilities

• Lead Operationalization: Incorporate program and operational standards into clear implementation plans, workstreams, owners, timelines, dependencies and success criteria.
• Own Launch Execution: Create readiness checklists, launch trackers, risk registers, decision logs and stabilization plans.
• Build Operating Cadences: Establish weekly business reviews, launch readiness forums, issue triage cadences and cross-functional meetings.
• Manage Performance Metrics: Use operational data to drive recommendations for leadership and partners.
• Own Change Management: Partner with Product, Engineering, Operations, Training, Analytics, Safety and external partners to ensure readiness for deployment.

Skills

Operations experience

Analytical skills

Executive communication

Cross-functional collaboration

Education

Bachelor's degree

Job description

Job Description

About the role and team: Leading at Uber means setting direction in motion, not waiting for perfect conditions. As a Program Leader, you will act as a strategic and organizational partner to senior leadership, driving the high-leverage initiatives that keep our global support engine running. You will build high-performing teams in ambiguous environments, making hard calls under pressure and carrying the weight of decisions that define how we support millions of users across the globe.

We are looking for a Program Lead, AV Remote Assistance Operations Enablement, to lead operational readiness, execution quality and performance management for the Remote Assistance program. This role will sit at the intersection of product operations, partner management and program execution and ensure that Uber's Remote Assistance program is operationally ready, technically enabled and consistently executing to Uber's standards.

This is a high-judgment role for someone who can navigate ambiguity, work cross-functionally, use data to drive decisions and communicate clearly with senior leaders.

What You'll Do

• Lead Operationalization: Incorporate program and operational standards into clear implementation plans, workstreams, owners, timelines, dependencies and success criteria.
• Own Launch Execution: Create readiness checklists, launch trackers, risk registers, decision logs and stabilization plans.
• Build Operating Cadences: Establish weekly business reviews, launch readiness forums, issue triage cadences and other highly cross-functional meetings.
• Manage Performance Metrics: Use operational data to drive clear recommendations for leadership, internal teams and partner stakeholders.
• Own Change Management: Partner with Product, Engineering, Operations, Training, Analytics, Safety and external partners to ensure product and process changes are ready for operational deployment.

Basic Qualifications

• 5+ years of experience in operations, program management, product operations, consulting, strategy or analytics
• Bachelor's degree

Preferred Qualifications

• Experience with remote assistance, remote support, technical support, command center operations or real-time operational workflows.
• Experience managing complex operational programs involving cross-functional internal teams and external partners or vendors.
• Experience building operational readiness plans, launch frameworks, process documentation, performance management mechanisms and governance structures.
• Strong analytical skills, including experience defining metrics, interpreting operational data, building scorecards and using data to drive decisions.
• Strong technical fluency, with the ability to quickly understand complex tools, workflows, systems and product constraints.
• Experience working with Product, Engineering, Operations, Analytics, Training, Safety, Compliance or similar technical and operational teams.
• Excellent written and verbal communication skills, including experience preparing executive-level updates, business reviews or decision documents.
• Ability to navigate ambiguity, impose structure and drive alignment without direct authority.
• Strong judgment, attention to detail and comfort operating in a fast-paced, high-stakes environment.

Responsibilities

For San Francisco, CA-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 per year.

You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.

About Us

Ready to Ride?

This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity 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. If you have a disability or special need that requires accommodation, please let us know by completing this form.