What are the responsibilities and job description for the Program Specialist IV - Digital Experience position at Uber?
About The Team:
The US&C Product Insights & Rollout (PIR) team sits on the Global Digital Experience (GDX) team - GDX is part of Community Operations (CommOps), and partners closely with the Customer Obsession (CO) product team on the delivery of all customer support products and tech. PIR ensures that customer support tech launched for US&C regional CommOps is optimal for our end users, facilitating every element of the product development lifecycle: planning, development, testing, launch and continuous improvement. The PIR team consists of program managers for each major persona: Earner, Rider, Eater, Merchant, and Agent Platform.
About the Role:
The Program Specialist IV will work in tandem with the various Persona Program Managers to manage the planning, development, rollout and maintenance of Global technology (e.g., automations, channels, Gen AI) in US&C, as well as track and report on progress in terms of automation rate, contact rate reduction and CSAT improvements.
They will partner with teams leading support for various Uber personas (Rider, Eater, Driver, etc.), the Customer Obsession product team, and the Global Digital Experience team to develop, test, and scale new technologies to improve customer experience and reduce support contacts.
The Program Specialist should be a fluent technologist, structured analytical thinker, able to manipulate data and a competent program manager and communicator who can just as easily audit tickets, conduct a CSAT deep-dive analysis and prepare a program-wide email all in the same week.
What You'll Do:
For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$29.50 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
The US&C Product Insights & Rollout (PIR) team sits on the Global Digital Experience (GDX) team - GDX is part of Community Operations (CommOps), and partners closely with the Customer Obsession (CO) product team on the delivery of all customer support products and tech. PIR ensures that customer support tech launched for US&C regional CommOps is optimal for our end users, facilitating every element of the product development lifecycle: planning, development, testing, launch and continuous improvement. The PIR team consists of program managers for each major persona: Earner, Rider, Eater, Merchant, and Agent Platform.
About the Role:
The Program Specialist IV will work in tandem with the various Persona Program Managers to manage the planning, development, rollout and maintenance of Global technology (e.g., automations, channels, Gen AI) in US&C, as well as track and report on progress in terms of automation rate, contact rate reduction and CSAT improvements.
They will partner with teams leading support for various Uber personas (Rider, Eater, Driver, etc.), the Customer Obsession product team, and the Global Digital Experience team to develop, test, and scale new technologies to improve customer experience and reduce support contacts.
The Program Specialist should be a fluent technologist, structured analytical thinker, able to manipulate data and a competent program manager and communicator who can just as easily audit tickets, conduct a CSAT deep-dive analysis and prepare a program-wide email all in the same week.
What You'll Do:
- Partner with Persona Program Managers to maintain existing automations and channels, identify improvement opportunities, and resolve bugs as they arise
- Assist in the project planning and project management of large tech initiatives and rollouts, balancing multiple priorities at once
- Participate and, at times, facilitate meetings with various stakeholders including CommOps program, Customer Obsession product, Global Digital Experience, Content, and Analytics and Insights
- Build and maintain comprehensive internal documentation including status tracker and change log, as well as communicate status and AIs via email
- Identify opportunities to optimize automation workflows and content through ad-hoc and structured analysis
- Minimum of 1 year work experience in a fast-paced operations environment
- Minimum of 1 year of project or process management
- Ability to synthesize information quickly, highlight the key takeaways, and disseminate actionable insights
- At least 6 months owning and balancing multiple projects or work streams at once
- Problem solving, collaboration, stakeholder management, and analytical skills
- Communication, planning, organization skills
- Support general project deliverables
- Perform analysis, document, solve problems, and define solutions
- Perform process analysis and define functional specifications
- Data analysis & visualization
- Ability to navigate complexity and provide stakeholders with clear recommendations when decisions are needed or roadblocks are hit
- Ability to understand how your work fits into a layered/matrixed org (across different Uber businesses, across regions, at a global level)
- Highly detail-oriented Strong written and verbal communication skills
For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$29.50 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Salary : $30
