Uber Fixed Route Program Specialist 

United States, West Virginia 

363648956

Your Impact in Role:

1. Lead initiatives targeting business KPIs, such as customer satisfaction (CSAT), defect rates, response speed (SLA), process efficiency, and cost reduction.
2. Perform qualitative and quantitative analysis, identify improvements, and collaborate with cross-functional teams to implement changes.
3. Develop and manage governance structures and meeting cadences to ensure project success.
4. Build relationships with diverse stakeholders across regions to unify efforts and improve customer experience globally.
5. Conduct customer journey mapping to identify and implement process improvements.
6. Partner with regional teams to enhance customer support operations and expand into new markets.
7. Share insights and represent the voice of the customer with Product, Ops, and Global CommOps teams.

Basic Qualifications:

1. Bachelor's degree or equivalent professional experience.
2. Experience in BPO operations, customer support strategy, CX, consulting, analytics, or a related field is preferred
3. Proven ability to manage cross-functional projects and stakeholders in a dynamic environment.
4. Strong analytical skills with experience deriving insights from data (bonus points for SQL skills).
5. Self-motivated with excellent problem-solving abilities and a drive for action.

Preferred Qualifications:

1. Exceptional written, verbal, and visual communication skills.
2. Strong organizational skills with keen attention to detail.
3. Experience with customer support strategy, quality assurance, or process optimization.

* 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 .