Program Specialist IV

About the Role

At Uber, we ignite opportunity by setting the world in motion. In South Korea, Uber is growing quickly, building a strong presence in a competitive market.

To continue this growth, we are looking for a Driver Customer Experience Specialist who will enhance driver support operations, improve supply growth, and deliver measurable business impact.

Your Impact in Role

• Launch and manage local incubation initiatives to test and scale new programs
• Build and adjust policies and processes to support product rollouts and operational changes
• Analyze driver needs across product, behavioral, and value dimensions; design frameworks to improve and differentiate the driver experience
• Collaborate with Operations, Sales, CommOps, and Product teams to deliver high-impact solutions
• Leverage quantitative and qualitative insights to improve service quality and operational efficiency
• Conduct root cause analysis using Voice of Customer (VoC) data to inform and influence cross-functional improvements
• Own and monitor key KPIs: CSAT, self-service rate, Average Handle Time (AHT), and supply acquisition metrics

The Experience You’ll Bring

• 3+ years in data analytics, business insights, or operations strategy
• Familiarity with AI tools/initiatives to drive process automation and business improvements
• Strong execution skills with an entrepreneurial mindset and ownership mentality
• Ability to manage multiple priorities and meet deadlines under pressure
• Fluent verbal and written communication in English and Korean
• Excellent interpersonal skills

Preferred Qualifications

• Understanding of customer support operations dynamics and ability to manage multiple priorities
• Experience in operations, customer support analytics, or sales/CRM programs
• Proven record in data-driven process improvement projects
• Proficiency in SQL, Excel, and dashboarding tools (e.g., Tableau, Data Studio)

Bonus

• Experience working in a matrixed environment

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.