Program Specialist - CX

About the Role

In this role, you will be managing, supporting, and monitoring a wide variety of projects, along with ensuring operational excellence and customer experience for Uber Eats delivery partners. You need to love solving problems and breaking down barriers to help improve our organizational capabilities and build sustainable solutions. You will also be expected to think creatively, identify data trends, suggest improvements, and help in the creation of efficient processes.

What You'll Do

1. Manage the Earner Line of Business (LOB) in daily operations, metrics excellency and customer experience
2. Collaborate with stakeholders, including internal and external service providers to drive efficiency and continuous performance improvement
3. Lead project management for various project initiatives to improve customer experience
4. Define project scope, milestones and manage resources accordingly, while driving adherence and compliance with deadlines
5. Conduct data analysis to surface customer and process insights that drive improvement
6. Deliver recommendations to business owners and central teams on policies and process improvements
7. Liaise with senior stakeholders and engage local and/or regional stakeholders to scale the business through operational excellence

1. Proficient in English and Mandarin (spoken and written)
2. 2-8 years of general management experience with strong problem-solving, analytical, and stakeholder management skills
3. Problem Solving: Ability to understand problems, generate solutions, and recommend solutions and tradeoffs with customer centricity in mind
4. Project & Stakeholder Management: Skilled in scoping projects, managing multiple active workstreams, and meeting deadlines. Effectively builds productive working relationships and manages stakeholder expectations.
5. Analytical Skills: Ability to analyze data, identify trends, relationships and to present said findings coherently and expertly
6. Collaboration & Inclusivity: collaborate effectively with people from different cultures and across time zones to develop strategies and foster a cohesive and creative work environment

1. Experience in operations, consulting, analytics, or a related field is preferred
2. Proven ability to manage cross-functional projects and stakeholders in a dynamic environment.
3. Advanced Excel/data management skills, working knowledge of SQL a plus
4. Self-motivated with excellent problem-solving abilities and a drive for action.
5. Exceptional written, verbal, and visual communication skills.
6. Strong organizational skills with a keen attention to detail.
7. Experience with customer support strategy, quality assurance, or process optimization.
8. Thrive in a fast-paced, startup-like environment where adaptability, initiative, and agility are key to success