Uber Merchant Experience Program Specialist 

United States, West Virginia 

682817076

About the Role

In this role, you will be supporting and monitoring a wide variety of projects across teams and to continuously drive experience quality, while supporting cross-functional initiatives and daily operations.

You need to love solving problems with logic and evidence with customer obsession; you are encouraged to think creatively, identify data trends, suggest improvements, and help in the creation of efficient processes and user-hugging solutions. You will be required to manage both projects and cross-functional stakeholders, to meet short term goals and align with long term priorities.

On day-to-day operation, you will guard the merchant experience through the revamp of customer support logic for merchants and restaurant partners.

What You'll Do:

• Own the Merchant Line of Business (LOB) and support playbook - this includes daily operations and daily / long-term metrics excellency.
• Collaborate with cross-functional teams and service providers to drive competitive customer experience and service efficiency and excellence for Consumers at different life cycles.
• Conduct regular data analysis and user research to surface customer and process insights that identify opportunities to drive improvement.
• Deliver results through project management - define project scope, breakthroughs and run resources accordingly, while driving cross-functional accountability, adherence and compliance with deadlines.

The Experience You'll Bring:

• Problem Solving with Customer Obsession: Ability to spot problems, discover opportunities, and recommend solutions with tradeoffs that always have customer centricity in mind.
• Project & Stakeholder Management : Able to scope projects, run multiple, active work-streams, and meet deadlines; establishes productive working relationships and manages stakeholder expectation well.
• Teamwork & Inclusivity: Works independently and asks for help when needed so as to avoid delays. Appreciates working with people from different cultures and across time zones to develop strategies and cultivate a cohesive and creative work environment.
• Languages : Proficient in English and Mandarin (spoken and written)
• Analytical Skills : Ability to analyze data, identify trends, relationships and to present said findings coherently and expertly. Expertise in Excel is a pre-requisite for this role.
• Experience in Business/Academic level writing (business emails, customer service emails, announcements, etc) in both Traditional Chinese and English.
• 2+ years of professional working experience in in operations, program management, strategy and planning or customer support initiatives.

* 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 .