Uber Customer Experience Program Specialist 

United States, West Virginia 

69496791

What you Will Do?

Program and Process Management

• Design, implement, and maintain support processes and policies tailored for LATAM Earners.
• Drive segmented differentiation through prioritization, agent profiles, channel availability, and policy flexibility.
• Analyze Earners ’ needs across value, lifecycle, and geographical segments to define frameworks for effective support.
• Collaborate with cross-functional teams to implement support model changes and regional programs.
• Support low-complexity projects that enhance the customer experience and operational performance.
• Manage escalated continuous improvement requests and liaise with stakeholders as needed.
• Partner with leadership teams to operationalize policies and execute end-to-end initiatives.
• Present data-driven insights and recommendations to regional and global stakeholders.

Metrics and Performance Tracking

• Monitor and track key performance metrics, such as Customer Satisfaction, Conversion Rate, Contact Rate, and Defect Rate .
• Ensure processes align with regional goals and deliver measurable improvements in Earners ’ support experiences.

Basic Qualifications

• Fluent in Spanish or Portuguese and conversational English (C1 level).
• 1+ years of experience in project management, continuous improvement, or operational processes.
• Advanced proficiency in data analysis and tools such as Excel/Google Sheets (e.g., pivot tables).
• Stakeholder management skills with experience influencing results across teams.
• Excellent communication skills, including the ability to present complex data visually.
• Commitment to continuous learning, feedback, and professional growth.
• A collaborative approach to working with remote teams and across time zones.
• A passion for delivering exceptional customer experiences.
• Strong organizational and time management skills.
• Self-starter with a problem-solving mindset and customer obsession.

Preferred Qualifications

• Prior experience in customer service, hospitality, or retail (in-person or BPO environments).
• Experience leading teams or mentoring others is a plus.
• Demonstrated ability to manage segmented customer support strategies and frameworks.

* 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 .