Customer Experience Program Specialist

hace 2 semanas

Ciudad de México, Ciudad de México Uber A tiempo completo

About the Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers.

The Customer Experience Program Specialist will be responsible for enhancing our Rider's experience and support strategy for the Mobility business. They will analyze, create, recommend, and implement the operational and central initiatives across support modalities to ensure our Riders have an effortless, rapid, and efficient customer support experience.

We believe in a #GoGetIt approach-where relentless curiosity, agility, and ownership fuel our success.

What You'll Do

  • Track and control the scorecard of our Agent support operations to improve cost, quality, or efficiency metrics.
  • Design, implement, and maintain support processes and policies and identify areas of continuous improvement.
  • Manage continuous process improvement requests for your respective Support Operations, develop projects and implement it with relevant stakeholders as needed.
  • Partnership with our third party Vendors (BPOs) to ensure our support policies are properly implemented and gather insights to ensure our customer needs are met.
  • Implement initiatives for programs across products and projects coming from the Ops teams.
  • Propose tech enhancements for our internal tools used by Agents. Test and provide feedback on new developments for our support systems.
  • Understand Rider's needs across value, lifecycle, behavioral, and geographical segments and define frameworks on how to serve them (where can we invest, where should we be lean).
    Drive segmented differentiation through support treatments such as prioritization, agent profiles, channel availability, and policy flexibility.

What You'll Need

  • The D(ecision) is with the Data - must be an analytical thinker with the ability to solve any problem in a structured way.
  • Excellent problem solving and continuous improvement: Ability to create and optimize products and processes. Be comfortable with navigating data and ambiguity
  • Project and/or program management experience: Experience managing multiple moving parts with resource constraints, driving execution, and succinctly communicate complex topics
  • Strong stakeholder management skills: Experience in encouraging and influencing results in areas that aren't in your immediate responsibility.
  • Excellent communication skills: Ability to create and present ideas, problems and insights in a structured comprehensive, yet succinct manner. Develop written communication to engage stakeholders.,
  • Excellent execution: You are someone who finishes what they start and keeps iterating until a process works flawlessly almost every time
  • Customer obsession: You have a genuine passion for our riders and drivers, and want to be a force for positive change in their touchpoints with Uber
  • 100% Fluent in English required, fluent in Spanish or Portuguese depending on hiring location
    2+ years experience required

Bonus Points If

  • High-growth operations startup experience, strategy, consulting, or innovation functions within tech, mobility, or service-oriented organizations;
  • SQL;
  • Six Sigma, Change Management, and/or Project Management certifications
  • Hands-on experience with GenAI platforms (e.g., Gemini, ChatGPT, NotebookLM) to drive process efficiency and automation;

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