Uber Customer Experience Program Specialist IV 

United States, West Virginia 

319310128

What You'll Do

• Design, implement, and maintain support processes and policies and identify areas of continuous improvement.
• Manage all escalated continuous process improvement requests for your respective support queue, corresponding and liaising with relevant stakeholders as needed.
• Implement initiatives for programs across products and projects coming from the Ops teams.
• Understand Earners' needs across value, lifecycle, behavioral, and geographical segments and define frameworks on how to serve them (where can we invest, where should we be lean).
• Collaborate with all programs and specific functions to implement support model changes to operate in a differentiated way across segments.
• Drive segmented differentiation through support treatments such as prioritization, agent profiles, channel availability, and policy flexibility.
• Receive inputs from other teams to apply our differentiated treatments to loyalty and other suggested segments.
• Track and control CommOps regional metrics like Conversion Rate, Customer Satisfaction, Contact Rate, Defect rate, etc.

What You'll Need

• Immediate availability to live in Mexico City or São Paulo
• Excellent Spanish OR Portuguese speaking skills
• Conversational English level (C1)
• 2+ years of experience in project management and/or continuous improvement processes.
• Data analysis
• Advanced Excel / Google Sheets proficiency. E.g. pivot tables
• Stakeholder management skills: Experience in encouraging results in areas that aren't in your immediate responsibility. Keen understanding of the goals & priorities of your customers
• Time management and organizational habits
• Communication skills: Ability to create and present information that engages team and partners. Experience communicating data visually
• Ability to work with remote teams and across time zones to develop strategies and cultivate a cohesive and creative work environment
• Customer obsession: Genuine passion for our users and wants to be a force for positive change in their touch points with Uber
• Problem-solving attitude: the ability to self-serve, investigate and get the data we require will make you much more effective in this role. Self-starter attitude is a must!

• Operational Ownership: Being able to follow up and improve experiences. Openness to accept feedback, act upon it and close the loop on different tasks and initiatives

• Team Collaboration: Working effectively in a team environment and navigate through the organization to meet common goals

Preferred Qualifications

• High-growth operations or startup experience.
• Familiarity with support/customer operations.
• SQL knowledge.
• Experience working on the earner experience side of our business.

* 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 .