#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Team!

HCV and Direct Line teams at Uber are focused on revolutionizing the way people commute, offering innovative, safe, reliable, and affordable transportation solutions. As part of a key growth initiative, our team is building scalable mobility options that have the potential to expand globally. With just a few taps and a short walk, riders can easily reserve a guaranteed seat on a car or shuttle, selecting from a curated set of routes and pick-up stations. We are dedicated to delivering a seamless, efficient commuting experience, and we're looking for passionate individuals to help drive this vision forward.

The Community Operations (Comm Ops) team plays a crucial role in supporting both HCV and Direct Line operations by delivering exceptional customer experiences. Through scalable inbound and outbound solutions, Comm Ops ensures smooth operations and a trusted journey for riders and drivers.

At Uber, providing world-class customer support is central to our mission and product experience. We aim to build trust and loyalty with our community by offering the highest quality service executed with efficiency and innovation.

About the Role:

As the HCV and Direct Line Program Specialist, you will be instrumental in driving strategic and operational initiatives that enhance the customer experience. This includes managing customer support programs, analyzing insights to inform decisions, upskilling teams, and optimizing processes to improve efficiency, satisfaction, and scalability.

In this role, you will leverage strong project management and collaboration skills to work closely with global and regional teams across Operations, Product, and Comm Ops. Your efforts will ensure smooth customer support operations, provide actionable insights, and drive continuous improvement to support Uber's global growth.

Your Impact in Role:

• Lead initiatives targeting business KPIs, such as customer satisfaction (CSAT), defect rates, response speed (SLA), process efficiency, and cost reduction.
• Perform qualitative and quantitative analysis, identify improvements, and collaborate with cross-functional teams to implement changes.
• Develop and manage governance structures and meeting cadences to ensure project success.
• Build relationships with diverse stakeholders across regions to unify efforts and improve customer experience globally.
• Conduct customer journey mapping to identify and implement process improvements.
• Partner with regional teams to enhance customer support operations and expand into new markets.
• Share insights and represent the voice of the customer with Product, Ops, and Global Comm Ops teams.

Basic Qualifications:

• Bachelor's degree or equivalent professional experience.
• Experience in BPO operations, customer support strategy, CX, consulting, analytics, or a related field is preferred
• Proven ability to manage cross-functional projects and stakeholders in a dynamic environment.
• Strong analytical skills with experience deriving insights from data (bonus points for SQL skills).
• Self-motivated with excellent problem-solving abilities and a drive for action.

Preferred Qualifications:

• Exceptional written, verbal, and visual communication skills.
• Strong organizational skills with keen attention to detail.
• Experience with customer support strategy, quality assurance, or process optimization.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.