Program Specialist III - IndiaSA

About Uber

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

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.

About the Role

This is an opportunity to be part of Uber's IndiaSA CommOps team. We are looking for a Program Specialist to bring efficiency to a multi-dimensional team that's responsible for several driver facing programs.

Ideation, documentation, deployment and creating efficient, scalable systems is your thing. People love working with you because you make everyone's life easier. Representing the frontline of our driver side of business, you will work closely with cross-functional regional stakeholders to bring our products and strategy to life in-market. You will often be required to skilfully multitask. You will use AI on a daily basis to unlock creative and high efficiency solutions.

We have a small but highly capable and motivated team that drives driver support, onboarding, retention, engagement, & maintaining safety and quality of rides. As a member of this team, you should be comfortable in an "all hands on deck" environment, able to operate and coordinate across multiple teams, be flexible yet assertive, and thrive in an ever changing environment.

1. You will manage regional supply operations, driving high levels of productivity and efficiency. Ensure productivity and efficiency quality by designing and scaling internal processes across various channels and modalities.
2. You will partner with internal cross functional stakeholders in operations, product, city & central teams, Policy to get a strong understanding of the customer and business challenges & translate them into clear actionables
3. Secure on-time project completion which deals with quality and service improvements, creating and improving capabilities, data analytics, migrations, people initiatives, reporting improvements, process standardization as well as keeping track of plans, quality, and timelines for such activities
4. You will leverage AI to design comms to appeal to new or churned drivers, and build VOC capabilities @scale via LLMs to churn insights and influence marketplace decisions
5. Based on insights from Uber's central marketing/operations teams, adapt, localize, and/or amplify initiatives to align with regional strategy, taking into account local specifics and culture
6. Track progress, understand dependencies, communicate status to upper management and project stakeholders, and facilitate and coordinate schedules for meeting either locally or across network sites
7. Proactively work to remove obstacles and enable forward momentum and progress. Manage issue escalations and provide support to teams balancing competing priorities.

1. Graduate: Bachelor's Degree, completed professional qualification or equivalent experience (completion or pursuing a Masters degree would be an added advantage)
2. Experience: 2-4 years experience as a program manager / Ops associate in consumer-facing roles in Customer Ops, Sales or Supply management functions preferably from Internet, E-comm, FMCG industries
3. Team Management: Ability to manage teams to develop strategies, deliver consistent performance and foster a cohesive and creative work environment
4. Communication: Excellent written and verbal communication skills, impeccable grammar, punctuation and command over English and regional language. Ability to express ideas, concepts in writing Program highlights and Process documents

1. AI familiarity: Familiarity with writing prompts and creating custom Gems/ GPTs using AI tools like Gemini/ChatGPT, and designing AI-generated images/ videos customised for user communications
2. Creativity: Conceptual thinker and believes in crafting new ideas
3. Go-getter attitude: Strong stakeholder management skills & comfortable with ambiguity in a fast-paced environment
4. Prioritization: Excellent organizational skills to juggle many tasks without losing sight of the highest priority items. Ability to stay focused under pressure, prioritizing and managing and/or supporting multiple projects simultaneously in a fast-paced environment
5. Problem Solver: Ability to understand complex concepts and work across multiple functions and teams. Demonstrate initiative, persistence, ability to problem solve, and passion for learning new skills