Customer Experience Project Specialist
hace 4 semanas
**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**- 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.- 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.
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Customer Experience Specialist
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Customer Experience Project Speialist
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Customer Success Specialist
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Customer Success Specialist
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Ciudad de México Customer Intelligence Inc. A tiempo completoABOUT US Customer Intelligence Inc. is a professional consulting and marketing services company that offers innovative solutions to help our clients achieve sustainable growth. Although CI specializes in the financial sector, we also collaborate with clients across various segments, including payment brands, processing systems, and businesses throughout...
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Ciudad de México albo A tiempo completoalbo albo is a leading fintech company offering financial products to individuals and SMB’s with the mission to bring financial freedom to everyone everywhere. Job description We are looking for a Project Manager who will be responsible for leading the strategic solutions for the Customer Service team. This role will improve the communication interface...
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Customer Experience Program Specialist
hace 2 semanas
Ciudad de México, Ciudad de México Uber A tiempo completoAbout the RoleThe 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...
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Ciudad de México TigerConnect A tiempo completoTigerConnect transforms healthcare with the industry’s most widely adopted clinical collaboration platform - uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we...
