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Project Specialist, Eats Customer Experience

Community Operations
Mexico City, Mexico |
Osasco, Brazil

About The Role

As an Project Specialist, you will have a meaningful role at understanding opportunities in the Customer Experience and supporting the implementation of projects seeking to build the best experience for eaters and couriers during their interaction with us. This person will have a critical development role as it is not only about helping people resolve their issues, but about turning unhappy users into our most passionate and loyal customers.

The right candidate should be excited to thrive in a fast-paced, growing environment and be comfortable taking initiatives and leading high impact, regional and global projects. You should have strong analytical and problem-solving skills, excellent time-management and interpersonal habits, and the ability to clearly communicate and present information for stakeholders at all levels of the business.

What You'll Do

  • Be a passionate advocate for our customers & partners (Eaters, Couriers, Merchants).
  • Manage automated workflows by optimizing them with a customer focus to help ensure the best support experience
  • Ensure alignment from our agents and automations to our policies and processes, and make sure we are providing the best support to our customers.
  • Manage quality and C360 feedback/insights to ensure quality and consistency in the new policies.
  • Have a heavy focus on solving problems with internal & external CommOps PoCs to deliver stellar outcomes.
  • Continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience, and managing stakeholder relationships across the larger business to set the right expectations and deliver on them.
  • Perform daily or weekly and ad hoc data analysis/deep dives to get insights on main customer experience opportunities aligned with the most relevant priorities.
  • Work with Project Manager on implementing new Product launches and Operational Projects from the customer support perspective, by designing support policies and processes.
  • Coordinate with other CommOps internal areas the creation of support resources for the launches.

What You'll Need

  • 1-3 years of work experience in continuous improvement/process-related roles or analytical roles
  • Strong written and verbal communication skills in English - critical
  • Experience documenting processes and collecting and presenting data visually
  • You prioritize work to target the highest-impact issues first
  • Solid attention to detail with swift execution
  • Problem-solving demeanor - the ability to self-serve, investigate, and get the data we require will make you much more effective in this role. A self-starter attitude is a must!
  • Analytical mentality - You are able to diagnose problems to identify root cause issues
  • Ability to communicate effectively with internal and external collaborators
  • Passionate and obsessed about our customers' experience!

Bonus Points

  • High-growth operations or startup experience
  • Familiarity with support/customer operations
  • SQL knowledge
  • Six Sigma, Change Management, and/or Project Management certifications

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

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.

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.

Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, and depending on the workplace location, Uber either requires* or recommends employees be vaccinated to access any of our facilities; this is subject to change solely at the Company's discretion.

  • 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.

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Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran Status, or any other characteristic protected by law.