Program Specialist - Customer Experience - Uber Direct

About the Role

his role sits within the broader Global Direct CX team, part of Delivery CX - Community Operations (CommOps). Our mission is to build a scalable, reliable, and high-quality support experience for merchants, couriers, and end customers across Uber Direct, through data-driven programs, automation, and continuous operational improvements.

As a Program Specialist, you will play a key role in designing and optimizing support experiences, developing new support services for product launches and strategic initiatives, and driving continuous improvement across existing operations. This is a high-impact role where your work will directly influence customer experience, operational efficiency, and the scalability of Uber Direct support LATAM

What the Candidate Will Need / Bonus Points - What the Candidate Will Do -

• Own day-to-day monitoring and improvement of Courier Experience for Uber Direct, tracking key support and operational KPIs, identifying performance gaps, and driving data-backed action plans.
• Partner closely with BPO vendors to monitor performance, ensure adherence to quality and SLA standards, calibrate expectations, and drive continuous performance improvement across courier support operations.
• Support the execution of global and regional initiatives impacting couriers, collaborating with Ops, Product, Tech, and other stakeholders to ensure scalable, high-quality support experiences.
• Conduct deep-dive analyses on courier support metrics (e.g., inflow drivers, CSAT, resolution quality, automation performance) to surface insights and recommend process, policy, or tooling improvements.
• Manage projects aimed at enhancing courier support quality and efficiency, including initiatives leveraging automation and AI-driven solutions, while continuously improving training, knowledge management, and operational processes.

Basic Qualifications

• 3-5 years of experience in program/project management, customer support operations, consulting, or related roles, preferably in fast-paced tech or B2B environments.
• Strong analytical skills with experience using data to drive decisions, track KPIs, and identify improvement opportunities; familiarity with automation and AI-driven support solutions (e.g., chatbots, LLMs, workflow automation) is a plus.
• High attention to detail and accountability, with demonstrated ability to manage complex initiatives and collaborate effectively with globally distributed, cross-functional teams.

Preferred Qualifications

• Exceptional written and verbal communication skills
• Resistance to stress and pressure of working with high severity cases
• Passion for driving quality and process improvement. Confident in presenting feedback and findings to stakeholders
• Exceptional written and verbal communication skills
• Confident in presenting findings to upper management
• Ability to work cross-functionally with other departments
• High accountability and self-motivated to meet deadlines