Brazil Job Openings
Uber
Continuous Improvement Customer Experience Project Specialist
São Paulo
FULL TIME
October 24, 2024
About the Role
The Customer Experience Program Specialist will be responsible for executing and monitoring our Eaters and Couriers experience and support strategy in LATAM. They will analyze, create, recommend, and manage operational and strategic initiatives across a variety of programs and support modalities in the region. The role will also be responsible for executing continuous improvement actions as well as providing insights for strategic decisions.
As a Project Specialist, you will have a meaningful role in understanding opportunities in the Customer Experience within the Marketplace team connecting and developing an E2E mindset while connecting to business metrics.
What You'll Do
The Customer Experience Program Specialist will be responsible for executing and monitoring our Eaters and Couriers experience and support strategy in LATAM. They will analyze, create, recommend, and manage operational and strategic initiatives across a variety of programs and support modalities in the region. The role will also be responsible for executing continuous improvement actions as well as providing insights for strategic decisions.
As a Project Specialist, you will have a meaningful role in understanding opportunities in the Customer Experience within the Marketplace team connecting and developing an E2E mindset while connecting to business metrics.
What You'll Do
- Design, implement, and maintain support processes and policies and identify areas of continuous improvement.
- Manage all escalated continuous process improvement requests for your respective support queue, corresponding and liaising with relevant stakeholders as needed.
- Implement initiatives for programs across products and projects coming from the Ops teams.
- Understand earners' needs across value, lifecycle, behavioral, and geographical segments and define frameworks for how to serve them (where can we invest, where should we be lean).
- Collaborate with all programs and specific functions to implement support model changes to operate in a differentiated way across segments.
- Drive segmented differentiation through support treatments such as prioritization, agent profiles, channel availability, and policy flexibility.
- Receive inputs from other teams to apply our differentiated treatments to loyalty and other suggested segments.
- Track and control Comm Ops regional metrics like Conversion Rate, Customer Satisfaction, Contact Rate, Defect rate, etc.
- Immediate availability to live in Mexico City or Brazil
- Conversational English level (C1)
- 2+ years of experience in project management and/or continuous improvement processes.
- Data analysis
- Advanced Excel / Google Sheets proficiency. E.g. pivot tables, high volumes of data, data correlation.
- Time management and organizational habits: Abilitiy to prioritize and action upon tasks according to their relevance
- Keen understanding of the goals & priorities of your customers and partners
- Stakeholder management skills: Experience in encouraging results in areas that aren't in your immediate responsibility, such as vendor mangament and WFM
- Communication skills: Ability to create and present information that engages team and partners. Experience communicating data visually
- Customer obsession: Genuine passion for our users and wants to be a force for positive change in their touch points with Uber
- Problem-solving attitude: 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!
- Operational Ownership: Being able to follow up and improve experiences. Openness to accept feedback, act upon it, and close the loop on different tasks and initiatives
- Team Collaboration: Working effectively in a team environment and navigating through the organization to meet common goals
- Ability to work with remote teams and across time zones to develop strategies and cultivate a cohesive and creative work environment
- High-growth operations or startup experience.
- Familiarity with support/customer operations.
- SQL knowledge.
- Experience working on the earner experience side of our business.
New Job Alerts
Novartis
Consultor Técnico Especialidades Sr. Pluvicto
Santo Amaro
FULL TIME
November 9, 2024
View Job Description
CPM Holdings, Inc.
Internal Sales Analyst- Industrial Solutions South America
São Paulo
FULL TIME
November 9, 2024
View Job Description
Mondelēz International
Promotor(a) de Merchandising - Porto Alegre/RS
Porto Alegre
FULL TIME
November 9, 2024
View Job DescriptionLooking for similar job?
Amazon Servicos de Varejo do Brasil Ltda.
Sr. Program Manager, Brazil Customer Experience, Americas Customer Experience
São Paulo
FULL TIME
August 29, 2024
View Job Description
SAP
Frontend Developer - Customer Innovation Services (CIS)
São Leopoldo
FULL TIME
August 28, 2024
View Job Description
SABIC - Saudi Basic Industries Corp.
Customer Service Representative
Campinas
August 30, 2024
View Job Description
See What’s New: Uber Job Opportunities
Uber
Software Engineer II, iOS - Uber for Business
São Paulo
FULL TIME
November 7, 2024
View Job Description
Uber
Marketplace Operations Manager (Reliability)
São Paulo
FULL TIME
October 25, 2024
View Job Description
New Job Alerts
Novartis
Consultor Técnico Especialidades Sr. Pluvicto
Santo Amaro
FULL TIME
November 9, 2024
View Job Description
CPM Holdings, Inc.
Internal Sales Analyst- Industrial Solutions South America
São Paulo
FULL TIME
November 9, 2024
View Job Description
Mondelēz International
Promotor(a) de Merchandising - Porto Alegre/RS
Porto Alegre
FULL TIME
November 9, 2024
View Job Description