Program Specialist IV - Uber for Business

Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Role

The U4B CommOps Self-Serve team oversees the experience of customers onboarding through U4B’s Self-Serve channel. Because these customers do not have dedicated Sales support, Support is the primary driver of their success. To engage them effectively, we manage a multi-workstream operation that proactively mitigates friction points across the lifecycle to drive business impact.

As a Program Specialist, you will bridge the gap between customer support and business objectives to drive the success of these initiatives. Many of these projects are currently in the incubation phase; we are looking for a talent who can spot opportunities, drive quick improvements, and scale them to global operations.

You will play a vital role in overseeing our BPO operation, ensuring that critical programs—from Proactive Onboarding to AI Autonomous Selling—are executed with the craftsmanship and consistency required for global success. This is an opportunity to directly influence U4B’s growth goals by optimizing support operations and coordinating resolutions across multiple global regions.

Your Impact in Role:

• Operational Oversight: Coordinate and lead weekly performance reviews and quality discussions with BPO support sites.
• Process Craftsmanship: Transition "scrappy" pilot toolings to scalable / globally standardized solutions.
• Continuous Improvement: Identify operational weaknesses and propose tech enhancements for internal tools to improve cost, quality, or efficiency metrics.
• Data Management: Maintain and update critical program dashboards to track program health.
• Global Coordination: Manage case escalations from support sites and address regional-specific issues through process or policy change.
• Strategic Support: Partner with the Global Program Lead to help ideate, execute, and close priority end-to-end programs across the SS customer lifecycle.

The Experience You'll Bring:

Basic Qualifications:

• Experience: 2+ years of professional experience in operations, project management, or customer support.
• Operational Execution: Exceptional organizational skills with a "finisher" mindset; proven ability to manage multiple workstreams simultaneously and execute tasks with high attention to detail.
• Problem Solving: Ability to navigate ambiguous problems and design clear, actionable workflows where processes are not yet fully defined.
• Customer Centricity: A mindset that prioritizes the customer experience, ensuring that support treatments are designed to drive customer success.
• Data Literacy: Data-driven approach with the ability to maintain, update, and interpret dashboards using Google Sheets/Excel to track program health.
• Communication & Global Collaboration: 100% fluency in English. Ability to work effectively with partners across global scale.

Preferred Qualifications

• Strategic Stakeholder Management: Strong interpersonal skills with the ability to communicate and influence people at all levels and across broad job functions (Product, Sales, Tech).
• Advanced Analytical Skills: Experience with data reporting and analytics tools beyond spreadsheets (e.g., Tableau, SQL).
• Professional Certification: Bachelor degree, Project Management certifications.
• Presentation Skills: Excellent deck creation and presentation skills; able to translate operational updates into compelling narratives for leadership.
• Entrepreneurial Mindset: Experience in a high-growth startup or "incubation" environment where you have successfully scaled a pilot program to a global operation.

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.