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 si