About the RoleThis is a role where you get to directly influence the customer experience for Restaurant Partners in our Merchant LOB. You will be responsible for making their experience as smooth as possible by creating internal processes and acting as a bridge between our support network and the wider business. This includes facilitating resolutions of raised issues with internal stakeholders.Your Impact In RoleDeliver stellar operations outcomes according to agreed service level agreements: ensuring our offshore contact centre teams achieve the best customer outcomes for the most complex and difficult support issues ourbusinesses encounter, and ensuring our support metrics stay green, operate efficiently and maintain the highest level of quality by:<ol><li>Being a passionate advocate for all members of Uber’s community and listen attentively to their feedback, so we can positively influence how we interact with them.</li><li>Engage with stakeholders, be it central regional teams to improve internal tools and the overall user experience, or local teams to improve how we move cities in Australia and New Zealand.</li><li>Find opportunities to improve metrics and deliver on these initiatives, report on performance and provide useful insights to stakeholders.</li></ol>The Experience You'll BringProven experience: whether it be in a contact center (BPO), Customer Support, Learning &amp; Development, a start-up, bank, consultancy - you are someone wholoves inspiring change in a fast-paced environment.<ol><li>Experience with processes, systematic organisation, and delivering high quality customer service.</li><li>Project management experience. Proven ability to manage a program of work from beginning to end</li><li>Logical attitude. Making decisions and sound business judgment through strong analytical thinking and commercial / operational mindset. Excel proficiency.</li></ol>Preferred QualificationsProven experience: whether it be in a contact center (BPO), Customer Support, Learning &amp; Development, a start-up, bank, consultancy - you are someone who loves inspiring change in a fast-paced environmentUber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it 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 <a href="#">accommodations@uber.com</a>.

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Uber

Uber is a global technology company transforming mobility. We seek a full-time Program Specialist - Customer Experience with proven experience in customer support, project management, and analytical skills. You will improve internal processes, support metrics, and stakeholder engagement for our Merchant LOB. Office-based work is expected, with accommodations available as required.

Program Specialist Customer Experience

Summary