Uber Access Growth CX Sr Program Manager 

United States, West Virginia 

29371437

ABOUT THE ROLE

An SME not only has a logical thought process and a strong business acumen but is also a creative thinker who has a love for continuous improvement initiatives that requires a person to coach, innovate, influence, and think both strategically and tactically.

WHAT YOU'LL DO

• The Go-To person when it comes to any knowledge questions, answer ad hoc questions from CSRs and advice on the best course of action.
• Support daily operations of FieldOPs through working with a variety of internal stakeholders (Program Team, OPs Team, PSS team & other supporting functions) to drive initiatives with them to improve the policies/ logic and resolve operational challenges.
• Conduct audits on different types of resolved requests to ensure standards are met and identify CS controllable errors & opportunities for improvement.
• Generate a set of newsletters & business review decks.
• Handle C360 critical issues raised by the team and follow through until resolution
• Responsible for QA alignment and attending the calibration sessions with the quality team.
• Review quality metrics on a weekly basis, identify/communicate trends, perform deep dives on different metrics & contact types to generate measurable insights for performance, efficiencies & CX improvement opportunities.
• Develop training materials and own delivery to the team members.

BASIC QUALIFICATIONS

• Detail Oriented : Proven ability to multi-task and follow through while paying strict attention to detail.
• Naturally Curious : Coach-ability, open to incorporating feedback, and dedication to improvement of your craft.
• Excellent Team player : You collaborate internally or across functional/regional areas to get the best possible outcome for partners/councils.
• Passionate : A genuine passion for Uber and exceptional customer support experiences.
• Problem Solver : Ability to evaluate information or situations & break them down into their key components. Apply strategic & critical thinking to consider various approaches & creative solutions to complex problems.
• Advanced English (B2+).
• Advanced Google Sheets experience.
• Strong data-analysis skills.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .