Program Specialist IV

About the Role

At Uber, providing amazing customer support that establishes trust for riders and driver partners-our community-is a core feature of our product experience. We invest in this mission and believe in providing the highest quality service executed in the smartest, most efficient way.

The EMEA Project Specialist, Uber for Business reports to the CommOps Global Program Insights and Analytics organization within CommOps. This position sits within Uber's EMEA mega region and will be focused in managing U4B CommOps EMEA strategy and operations, and assisting with global support initiatives.

The goal of this position is to support the Regional Program Manager and help unite Product and Customer Support programs to ensure our product experience feels truly customer obsessed from start to finish. You will be responsible for leading cross-functional projects and improving essential contact center tools and processes for Uber for Business. This role has a heavy focus on cross-functional collaboration and process improvement through alignment, teamwork, organization and data analysis.

What You'll Do

• Act as agent POC for consultation on advanced support issues for the highest level U4B clients.
• Drive action to fix root-cause problems that affect customer experience.
• Act as the liaison between front-line support, Sales, and Program Management, sometimes partner with product/engineering teams to ensure resolutions are centered around customer experience.
• Provide data insights to encourage adherence to key outcomes and results (OKRs).
• Use trend analysis to provide insights to product and other stakeholders.
• Drive alignment between support and engineering on ongoing technical issues through internal comms.
• Support program managers to consolidate local insights by facilitating communication and collaboration with regional teams
• Based on the points above, assist program managers to summarize problem statements and generate initial hypothesis for actionable improvements
• Act as agent POC for consultation on advanced support issues for the highest level U4B clients.

What You'll Need

• Strong Critical Thinking Skills
• 2 years of Uber for Business experience or experience supporting business clients in a fast-paced environment (preferred)
• Ability synthesize information from engineering and communicate to audiences of varying levels of technical expertise
• Experience managing cross-functional projects and stakeholders, powered by data-driven insight
• Self-motivated with a strong affinity for strategic problem solving and driving action
• Demonstrated success in uncovering data to inform customer-oriented decisions
• Experience facilitating behavior change within organizations
• Experience with process optimization, customer support strategy or quality assurance
• Persuasive written and verbal communication skills across diverse functions and teams
• Adept in project management
• Strong attention to detail
• SQL knowledge (nice to have)
• Experience with Salesforce reporting (nice to have)
• Experience navigating Bliss (nice to have)

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 [email protected].