About the Role
Subject Matter Experts assist their partner Support Team Lead in analyzing trends that impact team metrics. This includes completing deep dives with agents and working with the HRSS Projects and Business Analyst to understand dashboard data. They will be responsible for reviewing existing playbooks, KB, and other source documents constantly used by our HRSS Coordinators and will be working with the HRSS Content Specialist to update and improve these resources. They will coordinate with the HRSS Leads and the HRSS Projects and Business Analyst to effectively run process improvement initiatives.
The Subject Matter Expert will be the first point of contact for HRSS Coordinators to process questions or help with tickets that they are assigned. When the Support Team Leads are not available, the SME will serve as the OIC for their support team and will help address concerns from the business and collaborators, especially urgent concerns that require immediate attention.
Want more jobs like this?
Get Business Operations jobs in Santa Ana, Costa Rica delivered to your inbox every week.
SMEs are expected to be able to work with other SMEs from other Support Teams to ensure support coverage whenever possible.
What you will do:
- Serve as a primary escalation point for process-related questions from the production staff in the assigned support team.
- Attend project meetings with the program (such as the tactical huddles) and other required connects.
- Support projects assigned directly by the HRSS Leads or assigned by the program to the SME.
- Identify trends and insights in assigned areas and propose improvements to HRSS Leadership.
- Perform analysis, document, solve problems, and define solutions as needed.
- Support any general process inquiries from the program or help flag other specializations for immediate action.
- Update process templates and guides that are out of the scope of the Content and Development Specialist. This will include updating Employment Agreement templates for CA and other similar activities.
- Assist in the onboarding of new hires, as needed (system).
- Help identify training needs and raise appropriate requests to the L&D team.
- Observe team performance based on received critical issues or questions and share feedback with the team leads for coaching or performance management.
Basic Qualifications
- Fluently communicate in both English and Spanish (B2+)
- 2+ year of experience in a customer service environment
- Strong customer service orientation and administrative experience; very technically savvy.
- Strong partner management, ability to get results across different collaborators.
- Exceptional communication skills, both written and verbal
- Commitment to ensuring data integrity and confidentiality
- Ability to handle pressure well and work on deliverables under strict deadlines.
- Excellent time management and prioritization skills
- Experience with MS Office (Excel, Powerpoint, Word, Outlook) or Google Workspace (Sheets, Slides, Documents, Drive)
- Good stakeholder and task management. Ability to maintain professionalism and respect to team members, partners, stakeholders, and internal and external customers.
- Must be amenable to work on different shifts and on weekends and holidays (schedules will change depending on the business need).
Preferred Qualifications
- Basic understanding of HR Shared Services and People Operations work is a plus.
- Demonstrable experience in an HR shared services or outsourced operations environment (recruitment, payroll, benefits, contracts, service desk, etc.) is a plus.
- Demonstrable experience using Workday, Service Now, or any ticketing system or HR applications is a plus.
- Preferably with 1 year experience in a senior specialist or SME capacity.
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.