Program Specialist - Customer Experience - Uber Direct

About the Role

his role sits within the broader Global Direct CX team, part of Delivery CX - Community Operations (CommOps). Our mission is to build a scalable, reliable, and high-quality support experience for merchants, couriers, and end customers across Uber Direct, through data-driven programs, automation, and continuous operational improvements.

As a Program Specialist, you will play a key role in designing and optimizing support experiences, developing new support services for product launches and strategic initiatives, and driving continuous improvement across existing operations. This is a high-impact role where your work will directly influence customer experience, operational efficiency, and the scalability of Uber Direct support LATAM

What the Candidate Will Need / Bonus Points

---- What the Candidate Will Do ----

- Own day-to-day monitoring and improvement of Courier Experience for Uber Direct, tracking key support and operational KPIs, identifying performance gaps, and driving data-backed action plans.
- Partner closely with BPO vendors to monitor performance, ensure adherence to quality and SLA standards, calibrate expectations, and drive continuous performance improvement across courier support operations.
- Support the execution of global and regional initiatives impacting couriers, collaborating with Ops, Product, Tech, and other stakeholders to ensure scalable, high-quality support experiences.
- Conduct deep-dive analyses on courier support metrics (e.g., inflow drivers, CSAT, resolution quality, automation performance) to surface insights and recommend process, policy, or tooling improvements.
- Manage projects aimed at enhancing courier support quality and efficiency, including initiatives leveraging automation and AI-driven solutions, while continuously improving training, knowledge management, and operational processes.

Basic Qualifications

- 3-5 years of experience in program/project management, customer support operations, consulting, or related roles, preferably in fast-paced tech or B2B environments.
- Strong analytical skills with experience using data to drive decisions, track KPIs, and identify improvement opportunities; familiarity with automation and AI-driven support solutions (e.g., chatbots, LLMs, workflow automation) is a plus.
- High attention to detail and accountability, with demonstrated ability to manage complex initiatives and collaborate effectively with globally distributed, cross-functional teams.

Preferred Qualifications

- Exceptional written and verbal communication skills
- Resistance to stress and pressure of working with high severity cases
- Passion for driving quality and process improvement. Confident in presenting feedback and findings to stakeholders
- Exceptional written and verbal communication skills
- Confident in presenting findings to upper management
- Ability to work cross-functionally with other departments
- High accountability and self-motivated to meet deadlines

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.