Uber Program Specialist - Customer Experience 

United States, West Virginia 

914263147

What You'll Do

• Drive Merchant support performance and operations : Oversee daily operations for Merchant LOB support, ensuring key metrics like resolution times, quality, and customer satisfaction are met, while implementing strategies to scale effectively.
• Analyze customer data : Conduct targeted data analysis to identify key customer pain points and operational inefficiencies, driving actionable insights.
• Develop scalable solutions : Design and implement processes and frameworks that address root causes, improve efficiency, and enhance overall experience for customers.
• Deliver actionable insights : Provide clear, evidence-based recommendations to business owners and central teams on feature enhancements, process optimization, and policy adjustments.
• Coordinate cross-functional efforts and prioritize requests: Facilitate effective collaboration and alignment among internal teams (Operations, Legal, Product) and external stakeholders, while managing and prioritizing ad-hoc requests to ensure timely execution of critical initiatives.

What You'll Need

• Problem Solving with Customer Obsession: Ability to spot problems, discover opportunities, and recommend solutions with tradeoffs that always have customer centricity in mind.
• 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.
• 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.
• Communication : Ability to communicate clearly and effectively, both in creating and presenting information to engage teams and partners.
• Languages: Proficient in both English and Mandarin, with ability to write and read traditional Chinese.

Preferred Qualifications

• Customer-Centric UX expertise

  • Proficiency in UX research methodologies (e.g., user interviews, usability testing, journey mapping) to uncover deep customer insights.
  • Ability to translate research findings into actionable design recommendations that enhance user experience and meet customer needs.
  • Collaboration with design teams to co-create intuitive workflows, wireframes, or prototypes that address identified pain points effectively.

• Process Optimization

  • Expertise in identifying inefficiencies in processes and proposing improvements.
  • Familiarity with Lean, Six Sigma, or other process improvement methodologies.
  • Experience implementing scalable systems and workflows.

• Technical Aptitude

  • Familiarity with CX tools like Zendesk, Salesforce, or similar platforms.
  • Comfort in leveraging APIs, automations, or basic programming knowledge to streamline processes.
  • Quick learner of new technologies and systems.

• Adaptability

  • Thrives in a fast-paced, ever-changing environment.
  • Comfortable navigating organizational change and pivoting priorities.
  • Resilient and solution-oriented under pressure.

* 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 .