Senior Program Manager, Courier Experience and Support Operations - EMEA Delivery CommOps

Senior Program Manager, Courier Experience and Support Operations - EMEA Delivery CommOps Department: Community Operations Team: Strategy & Program Operations Location: Amsterdam, Netherlands Type: Full-Time **About the Role** At Uber, providing excellent customer support to our users is a core feature of our product experience. For the Uber Eats space, we must maintain that level of customer service while scaling to meet the needs of a new and rapidly growing business, whether it be a leading market or a country we are just entering. As a Senior Program Manager for the EMEA Courier CX team, you will lead projects that enhance the overall quality of Courier customer support across the mega-region, influencing other markets and collaborating on solutions ranging from city to global scales. This role will be responsible for building world-class customer support by leveraging existing support capabilities and defining unique, net-new processes and policies. Your mission? Design and implement Courier support experiences that are seamless, scalable, and efficient - from onboarding to long-term engagement on the platform. You’ll work cross-functionally with local, regional, and global stakeholders (CX, Ops, Marketing, Marketplace, Product), play a key role in shaping EMEA and Global programs, and support the launches of AI-powered tools and emerging technologies. **What will you do** 1. Design & execute high-impact, cross-functional initiatives that define the courier support experience, optimising automated, self-service and/or agent-driven channels, improving quality, efficiency and experience 2. Identify and prioritise the most impactful opportunities within a broad set of potential initiatives, using data, customer insights, and operational metrics to focus resources where they matter most 3. Project manage key regional and cross-functional initiatives - you’ll be the go-to person for Courier experience enhancements, premium support models, and new product launches, across existing and yet-to-be-launched markets 4. Improve operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement identification 5. Collabor