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Customer Experience Program Specialist
hace 2 meses
About the Role
The Customer Experience Program Specialist will be responsible for executing and monitoring our Earners experience and support strategy in the region. They will analyze, create, recommend, and execute operational and strategic initiatives across various programs and support modalities. The role will also be responsible for executing continuous improvement actions and providing insights for strategic decisions, as well as managing low-complexity projects.
Key Responsibilities
- Design, implement, and maintain support processes and policies, identifying areas for continuous improvement.
- Manage escalated continuous process improvement requests for the support queue, corresponding and liaising with relevant stakeholders as needed.
- Implement initiatives for programs across products and projects coming from the Operations teams.
- Understand Earners' needs across value, lifecycle, behavioral, and geographical segments, defining frameworks for serving them.
- Collaborate with 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.
- Track and control CommOps regional metrics like Conversion Rate, Customer Satisfaction, Contact Rate, Defect rate, etc.
Requirements
- Immediate availability to live in the region.
- Excellent Spanish/Portuguese 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.
- Stakeholder management skills: Experience in encouraging results in areas not in immediate responsibility.
- Time management and organizational habits.
- Communication skills: Ability to create and present information that engages teams and partners.
- 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 users and a desire to be a force for positive change in their touchpoints with Uber.
- Problem-solving attitude: Ability to self-serve, investigate, and get the data required.
- Operational Ownership: Ability to follow up and improve experiences.
- Team Collaboration: Working effectively in a team environment and navigating through the organization to meet common goals.
Preferred Qualifications
- High-growth operations or startup experience.
- Familiarity with support/customer operations.
- SQL knowledge.
- Experience working on the earner experience side of the business.
