Uber Customer Experience Program Specialist 

United States, West Virginia 

683457519

What The Role Will 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.
• Collaborate with all programs and specific functions to implement support model changes to operate in a differentiated way across segments.
• Receive inputs from other teams to apply our differentiated treatments to our different products.
• Track and control CommOps regional metrics like Conversion Rate, Customer Satisfaction, Contact Rate, Defect rate, etc.

Basic Qualifications

• Fluent in English and Spanish/Portuguese
• 1-2 year of experience in project management and/or continuous improvement processes.
• Great time management and organizational habits.
• Data analysis and storytelling.
• Advanced Excel / Google Sheets proficiency. E.g. pivot tables and formulas.
• 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.
• 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!
• Immediate availability to work from Mexico City or São Paulo

Preferred Qualifications

• High-growth operations or startup experience.
• Familiarity with support/customer operations.
• SQL knowledge.

*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 .