Customer Experience Program Specialist
Uber
About the Role
Community Operations at Uber is where real people solve real problems in real time. For this role, we aren’t just looking for a Program Specialist; we are looking for a strategic operator who can find the signal in the noise. You will be responsible for identifying financial savings and operational efficiencies across our Mobility business (Rider and Driver) in LATAM.
You’ll need to navigate a high-ambiguity environment where you’re tracking actuals vs. plans, managing financial metrics, and influencing global stakeholders. If you are sharp, steady, and motivated by turning messy data into meaningful service at scale, this is where you’ll grow.
What You’ll Do
Drive Financial Efficiency - Identify and unlock savings by analyzing support costs and operational waste, ensuring our regional strategy aligns with financial targets.
Master the Metrics - Own the monitoring of plan vs. actuals; you will track the scorecard for support operations to improve cost, quality, and efficiency across Rider and Driver lines of business.
Influence Across Borders - Collaborate with Global POCs and regional LOBs, communicating insights clearly to ensure everyone is aligned on the mission.
Scale Support Strategy - Drive segmented differentiation through support treatments, balancing empathy for the user with the practical constraints of the business.
Process Improvement - Manage continuous process improvement requests for your respective Support Operations, develop projects and implement it with relevant stakeholders as needed.
Strengthen Vendor Partnerships - 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.
Basic Qualifications
Experience. 1+ years of experience in project management, strategy & planning, or continuous improvement.
Data Proficiency. Advanced skills in data analysis (Excel/Google Sheets) with the ability to turn numbers into a compelling narrative.
Language. Native/Fluent level Spanish or Portuguese AND Business level English (mandatory) for collaborating with global teams.
Problem Solving. A proven ability to troubleshoot complex issues and manage multiple stakeholders with conflicting priorities.
Preferred Qualifications
Technical Depth. Proficiency in SQL to independently extract and analyze large-scale datasets.
Strategic Background. Experience in high-growth tech, strategy consulting, or innovation functions.
Agile Mindset. Certifications in Six Sigma, PMP, or Agile, and a track record of staying calm under the pressure of tight deadlines.
AI Curiosity. Hands-on experience using GenAI platforms to automate workflows and drive process efficiency.
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it 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.
