Strategy & Planning Program Specialist

About the Role

The Operational Excellence team's mission is to accelerate agent performance and optimize processes across Uber's LATAM and global support operations, driving improvements in efficiency (AHT ↓) and customer satisfaction (CSAT ↑). We partner with internal teams and external vendors to identify opportunities, implement scalable solutions, and continuously raise the bar for support quality. As an Operational Excellence Program Specialist, you'll directly impact how millions of customers experience Uber support by transforming data-driven insights into measurable operational improvements.

What the Selected Candidate Will Do

• Drive data analysis to inform operational and strategic decisions that boost efficiency and quality.
• Identify and solve operational weaknesses, designing or improving processes that enhance scalability and performance.
• Lead and execute operational excellence initiatives to reduce handling time, improve resolution quality, and elevate agent performance.
• Collaborate cross-functionally with internal teams and BPO partners to deliver measurable, sustainable improvements.
• Track, analyze, and communicate the impact of initiatives through reports, dashboards, and presentations.

Basic Requirements

• English proficiency.
• 2+ years of experience in data analytics, operations, program management, or process improvement, in a fast-paced environment.
• Strong problem-solving and analytical abilities; able to connect dots between data, performance, and strategy.
• Working knowledge of SQL (able to read, understand, and build simple queries).
• Strong root cause analysis and a hands-on, detail-oriented approach. Strong understanding of databases, data relationships, and data integrity.
• Excellent stakeholder management skills - experience working with BPOs, WFM, and cross-functional partners.
• Highly organized self-starter, capable of managing multiple initiatives with autonomy and speed.

Preferred Qualifications

• Experience with continuous improvement or operational excellence methodologies (Lean, Six Sigma, Kaizen, etc.).
• Advanced in SQL, Python, or BI tools (Tableau, Looker, etc.).
• Strong influencing skills and comfort collaborating across global, cross-functional teams.
• Spanish proficiency is a plus.

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.

Client-provided location(s): São Paulo, Brazil

Job ID: Uber-149615

Employment Type: FULL_TIME

Posted: 2025-10-18T00:26:28