Program Specialist - Merchant Experience

About the Role

Community Operations is at the heart of scaling and optimizing Uber's products and services, ensuring seamless experiences for our partners. Within this, the Delivery CX team is committed to enhancing the experience of our merchant partners by understanding their challenges, advocating for their needs, and developing solutions that are innovative, efficient and foster engagement.

As part of this team, Merchant CX focuses on delivering differentiated support, addressing merchant VOC, and developing strategies for enhanced experience within a B2B landscape in collaboration with cross-functional teams.

As a Merchant CX Program Specialist, you will play a critical role in improving support processes, optimizing workflows, and driving operational excellence for both merchant partners and internal stakeholders, such as commercial teams. This role requires strong analytical skills, process improvement expertise, and a data-driven mindset to enhance support structures and ensure the best possible experience for our partners. You will work closely with cross-functional teams and BPO partners to streamline operations, solve pain points, and implement impactful initiatives.

1. Identify and Solve Pain Points - Conduct and develop analysis to uncover inefficiencies and implement strategic, data-backed solutions.
2. Optimize Support Processes - Develop and document standardized procedures to improve merchant support, ensuring consistency and scalability while creating synergies across different Lines of Business (LOBs) and regions.
3. Performance Tracking - Analyze operational data, trends, and key performance metrics to identify opportunities for improvement and inform strategic decisions.
4. Project Management - Own the execution of key initiatives from inception to completion, in alignment with business goals.
5. Collaborate with Cross-Functional Teams - Work closely with key POCs such as Analytics, Vendor Management, Workforce Management, Learning & Development, Content, Sales, and Operations to align strategies and drive continuous improvement.
6. BPO Management and Coordination - Ensure smooth and efficient operations within third-party support teams, optimizing performance and service quality.
7. Drive Communication - Providing clear insights, performance updates, and actionable recommendations to stakeholders.
8. Troubleshoot and Solve Ad-Hoc Issues - Proactively address operational challenges, ensuring a seamless merchant support experience.

1. Problem-Solving Expertise - Strong analytical skills with the ability to break down issues and seize opportunities by developing practical, scalable solutions.
2. Data Analytics Proficiency - Advanced Excel and analytical skills to extract insights, interpret data trends, and drive informed decision-making.
3. Project Management Experience - 1+ year of experience managing and executing end-to-end initiatives in a fast-paced, dynamic environment.
4. Excellent Communication Skills - Strong verbal and written skills in English, with the ability to drive engagement and create alignment across teams.
5. Stakeholder Management - Experience working cross-functionally and globally to align priorities, execute initiatives, leverage synergies and manage expectations.
6. Adaptability - Ability to navigate ambiguity, prioritize multiple projects, and thrive in a rapidly evolving landscape.
7. Attention to Detail - A meticulous approach to process documentation, execution, and operational accuracy.

1. Experience in BPO operations and Customer Experience (CX).
2. Experience with CRMs and hands-on experience with SQL.
3. Background in high-growth tech, consulting, or project management (certifications a plus).
4. Strong critical thinking, with the ability to propose innovative, out-of-the-box solutions.