Global Digital Experiences Program Specialist IV

Program Specialist IV

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 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, 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 the Candidate Will Need / Bonus Points

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.

Basic Qualifications

At least 2 years of experience in project management. Problem solving, collaboration, stakeholder management, and analytical skills. Communication, planning, organization skills.

Preferred Qualifications

At least 6+ months identifying trends in assigned area and proposing improvement. Ability to synthesize information quickly, highlight the key takeaways, and disseminate actionable insights. 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.