Customer Experience Program Specialist

Uber; Região Geográfica Intermediária de São Paulo; Presencial; BRL 89 280 - 133 920; Tempo integral

Resumo da oferta

A leading mobility services company in São Paulo seeks a Program Specialist. This role requires identifying financial savings and operational efficiencies while navigating a high-ambiguity environment. Candidates should have at least 1 year of experience in project management, strong data analysis skills, and proficiency in Spanish or Portuguese as well as business English. The ideal applicant will be adept at problem-solving and managing multiple stakeholders while enhancing vendor partnerships and scaling support strategies.

Qualificações

• 1+ years of experience in project management, strategy & planning, or continuous improvement.
• Advanced skills in data analysis with the ability to turn numbers into insights.
• Fluent in Spanish or Portuguese AND Business level English required.
• Ability to troubleshoot complex issues and manage stakeholders.

Responsabilidades

• Identify financial savings and operational efficiencies in Mobility business.
• Monitor plan vs. actuals for support operations.
• Collaborate with Global POCs and communicate insights clearly.
• Drive process improvements in support operations.
• Strengthen vendor partnerships and gather customer insights.

Conhecimentos

Data analysis

Project management

Problem solving

Stakeholder management

Ferramentas

Excel

Google Sheets

SQL

Descrição da oferta de emprego

About The Role

Community Operations at Uber is where real people solve real problems in real time. For this role, we aren't just looking for a Program Specialist; we are looking for a strategic operator who can find the signal in the noise. You will be responsible for identifying financial savings and operational efficiencies across our Mobility business (Rider and Driver) in LATAM. You'll need to navigate a high-ambiguity environment where you're tracking actuals vs. plans, managing financial metrics, and influencing global stakeholders. If you are sharp, steady, and motivated by turning messy data into meaningful service at scale, this is where you'll grow.

What You'll Do

• Drive Financial Efficiency - Identify and unlock savings by analyzing support costs and operational waste, ensuring our regional strategy aligns with financial targets.
• Master the Metrics - Own the monitoring of plan vs. actuals; you will track the scorecard for support operations to improve cost, quality, and efficiency across Rider and Driver lines of business.
• Influence Across Borders - Collaborate with Global POCs and regional LOBs, communicating insights clearly to ensure everyone is aligned on the mission.
• Scale Support Strategy - Drive segmented differentiation through support treatments, balancing empathy for the user with the practical constraints of the business.
• Process Improvement - Manage continuous process improvement requests for your respective Support Operations, develop projects and implement it with relevant stakeholders as needed.
• Strengthen Vendor Partnerships - Partnership with our third party Vendors (BPOs) to ensure our support policies are properly implemented and gather insights to ensure our customer needs are met.

Basic Qualifications

• Experience. 1+ years of experience in project management, strategy & planning, or continuous improvement.
• Data Proficiency. Advanced skills in data analysis (Excel/Google Sheets) with the ability to turn numbers into a compelling narrative.
• Language. Native/Fluent level Spanish or Portuguese AND Business level English (mandatory) for collaborating with global teams.
• Problem Solving. A proven ability to troubleshoot complex issues and manage multiple stakeholders with conflicting priorities.

Preferred Qualifications

• Technical Depth. Proficiency in SQL to independently extract and analyze large-scale datasets.
• Strategic Background. Experience in high-growth tech, strategy consulting, or innovation functions.
• Agile Mindset. Certifications in Six Sigma, PMP, or Agile, and a track record of staying calm under the pressure of tight deadlines.
• AI Curiosity. Hands‑on experience using GenAI platforms to automate workflows and drive process efficiency.