About the Role
The Customer Experience Program Specialist will be responsible for driving our Earners' experience and support strategy in LATAM. They will analyze, create, recommend, and implement the operational and central initiatives across a variety of programs and support modalities in Latin America. They will also be responsible for implementing continuous improvement actions as well as providing insights for strategic decisions.
What You'll Do
The Customer Experience Program Specialist will be responsible for driving our Earners' experience and support strategy in LATAM. They will analyze, create, recommend, and implement the operational and central initiatives across a variety of programs and support modalities in Latin America. They will also be responsible for implementing continuous improvement actions as well as providing insights for strategic decisions.
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 on 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.
- Receive inputs from other teams to apply our differentiated treatments to loyalty and other suggested segments.
- Track and control CommOps regional metrics like Conversion Rate, Customer Satisfaction, Contact Rate, Defect rate, etc.
- Advanced English (B2+) - to hold meetings and conversations with stakeholders in English.
- Min 2 years of experience in project management and/or continuous improvement processes.
- Data analysis.
- Advanced Excel / Google Sheets proficiency. E.g. pivot tables.
- Stakeholder management skills: Experience in encouraging results in areas that aren't in your immediate responsibility. Keen understanding of the goals & priorities of your customers.
- Time management and organizational habits.
- Communication skills: Ability to create and present information that engages team and partners. Experience communicating data visually.
- 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 our users and a desire 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. Self-starter attitude is a must!
- High-growth operations or startup experience.
- Familiarity with support/customer operations.
- SQL knowledge.
- Fluent in Spanish and Portuguese.