About the Role
The Customer Experience Program Specialist will be responsible for executing and monitoring our Eaters and Couriers experience and support strategy in LATAM. They will analyze, create, recommend, and manage operational and strategic initiatives across a variety of programs and support modalities in the region. The role will also be responsible for executing continuous improvement actions as well as providing insights for strategic decisions.
As a Project Specialist, you will have a meaningful role in understanding opportunities in the Customer Experience within the Marketplace team connecting and developing an E2E mindset while connecting to business metrics.
What You'll Do
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- 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.
- Understand earners' needs across value, lifecycle, behavioral, and geographical segments and define frameworks for how to serve them (where can we invest, where should we be lean).
- Collaborate with all programs and specific functions to implement support model changes to operate in a differentiated way across segments.
- Drive segmented differentiation through support treatments such as prioritization, agent profiles, channel availability, and policy flexibility.
- Receive inputs from other teams to apply our differentiated treatments to loyalty and other suggested segments.
- Track and control CommOps regional metrics like Conversion Rate, Customer Satisfaction, Contact Rate, Defect rate, etc.
What You'll Need
- Immediate availability to live in Mexico City or Costa Rica
- Excellent Spanish speaking skills
- Conversational English level (C1)
- 2+ years of experience in project management and/or continuous improvement processes.
- Data analysis
- Advanced Excel / Google Sheets proficiency. E.g. pivot tables
- Time management and organizational habits: Abilitiy to prioritize and action upon tasks according to their relevance
- Keen understanding of the goals & priorities of your customers and partners
- Stakeholder management skills: Experience in encouraging results in areas that aren't in your immediate responsibility, such as vendor mangament and WFM
- Communication skills: Ability to create and present information that engages team and partners. Experience communicating data visually
- 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. A self-starter attitude is a must!
- Operational Ownership: Being able to follow up and improve experiences. Openness to accept feedback, act upon it, and close the loop on different tasks and initiatives
- Team Collaboration: Working effectively in a team environment and navigating through the organization to meet common goals
- Ability to work with remote teams and across time zones to develop strategies and cultivate a cohesive and creative work environment
Preferred Qualifications
- High-growth operations or startup experience.
- Familiarity with support/customer operations.
- SQL knowledge.
- Experience working on the earner experience side of our business.
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.