About the Role
We are seeking a proactive and strategic Customer Experience Program Specialist to oversee and optimize customer support strategies in LATAM. This role focuses on designing, implementing, and improving processes to enhance the Earners' experience while collaborating with cross-functional teams and stakeholders. You'll be responsible for driving operational efficiency, managing low-complexity projects, and delivering data-driven insights that influence regional and global initiatives.
Your expertise in customer support, data analysis, and process improvement will help ensure Earners receive a world-class support experience tailored to their needs.
What you Will Do?
Want more jobs like this?
Get jobs delivered to your inbox every week.
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
- 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.
- Fluent in Spanish or Portuguese and conversational English (C1 level).
- 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 contact center environments).
- Experience leading teams or mentoring others is a plus.
- Demonstrated ability to manage segmented customer support strategies and frameworks.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*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 accommodations@uber.com.