Job Description
**About the Role**
The Community Operations organization at Uber is responsible for delivering world-class customer support to all users on the platform. Program Managers within Community Operations partner cross-functionally with operations leaders, engineering teams, and other organizations to build processes that enable an effortless, rapid, and efficient customer support experience. Uber's Program Managers develop support services for new products and initiatives while driving continuous improvement within existing support services.
As the CX Program Specialist for Merchant line-of-business, you will be looking after the end-to-end experience of Merchants from Delivery. You are responsible for designing customer-centric support experiences through identifying and resolving impactful issues, ensuring the delivery of a cost-effective and satisfying support solution; you also partner closely with cross functional teams to eliminate defects with customer insights, continuously refining our customer journeys for a seamless and effortless experience.
**What You'll Do**
- **Drive Merchant support performance and operations**: Oversee daily operations for Merchant LOB support, ensuring key metrics like resolution times, quality, and customer satisfaction are met, while implementing strategies to scale effectively.
- **Analyze customer data**: Conduct targeted data analysis to identify key customer pain points and operational inefficiencies, driving actionable insights.
- **Develop scalable solutions**: Design and implement processes and frameworks that address root causes, improve efficiency, and enhance overall experience for customers.
- **Deliver actionable insights**: Provide clear, evidence-based recommendations to business owners and central teams on feature enhancements, process optimization, and policy adjustments.
- **Coordinate cross-functional efforts and prioritize requests:** Facilitate effective collaboration and alignment among internal teams (Operations, Legal, Product) and external stakeholders, while managing and prioritizing ad-hoc requests to ensure timely execution of critical initiatives.
**What You'll Need**
- **Problem Solving with Customer Obsession:** Ability to spot problems, discover opportunities, and recommend solutions with tradeoffs that always have customer centricity in mind.
- **Analytical Skills:** Ability to analyze data, identify trends, relationships and to present said findings coherently and expertly. Expertise in Excel is a pre-requisite for this role.
- **Project & Stakeholder Management:** Able to scope projects, run multiple, active work-streams, and meet deadlines; establishes productive working relationships and manages stakeholder expectation well.
- **Teamwork & Inclusivity:** Works independently and asks for help when needed so as to avoid delays. Appreciates working with people from different cultures and across time zones to develop strategies and cultivate a cohesive and creative work environment.
- **Communication**: Ability to communicate clearly and effectively, both in creating and presenting information to engage teams and partners.
- **Languages:** Proficient in both English and Mandarin, with ability to write and read traditional Chinese.
**Preferred Qualifications**
- Customer-Centric UX expertise
- Proficiency in UX research methodologies (e.g., user interviews, usability testing, journey mapping) to uncover deep customer insights.
- Ability to translate research findings into actionable design recommendations that enhance user experience and meet customer needs.
- Collaboration with design teams to co-create intuitive workflows, wireframes, or prototypes that address identified pain points effectively.
- Process Optimization
- Expertise in identifying inefficiencies in processes and proposing improvements.
- Familiarity with Lean, Six Sigma, or other process improvement methodologies.
- Experience implementing scalable systems and workflows.
- Technical Aptitude
- Familiarity with CX tools like Zendesk, Salesforce, or similar platforms.
- Comfort in leveraging APIs, automations, or basic programming knowledge to streamline processes.
- Quick learner of new technologies and systems.
- Adaptability
- Thrives in a fast-paced, ever-changing environment.
- Comfortable navigating organizational change and pivoting priorities.
- Resilient and solution-oriented under pressure.
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.
\*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](mailto:accommodations@uber.com).