Project Specialist, Eats Customer Experience - Ciudad de México - Uber

Uber
Uber
Empresa verificada
Ciudad de México

hace 1 semana

Rodrigo Fernández

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee
Descripción

About The Role:


As an Project Specialist, you will have a meaningful role at understanding opportunities in the Customer Experience and supporting the implementation of projects seeking to build the best experience for eaters and couriers during their interaction with us.

This person will have a critical development role as it is not only about helping people resolve their issues, but about turning unhappy users into our most passionate and loyal customers.


What You'll Do:


  • Be a passionate advocate for our customers & partners (Eaters, Couriers, Merchants).
  • Manage automated workflows by optimizing them with a customer focus to help ensure the best support experience
  • Ensure alignment from our agents and automations to our policies and processes, and make sure we are providing the best support to our customers.
  • Manage quality and C360 feedback/insights to ensure quality and consistency in the new policies.
  • Have a heavy focus on solving problems with internal & external CommOps PoCs to deliver stellar outcomes.
  • Continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience, and managing stakeholder relationships across the larger business to set the right expectations and deliver on them.
  • Perform daily or weekly and ad hoc data analysis/deep dives to get insights on main customer experience opportunities aligned with the most relevant priorities.
  • Work with Project Manager on implementing new Product launches and Operational Projects from the customer support perspective, by designing support policies and processes.
  • Coordinate with other CommOps internal areas the creation of support resources for the launches.

What You'll Need:


  • 13 years of work experience in continuous improvement/processrelated roles or analytical roles
  • Strong written and verbal communication skills in English critical
  • Experience documenting processes and collecting and presenting data visually
  • You prioritize work to target the highestimpact issues first
  • Solid attention to detail with swift execution
  • Problemsolving demeanor the ability to selfserve, investigate, and get the data we require will make you much more effective in this role. A selfstarter attitude is a must


  • Analytical mentality

  • You are able to diagnose problems to identify root cause issues
  • Ability to communicate effectively with internal and external collaborators
  • Passionate and obsessed about our customers' experience

Bonus Points:


  • Highgrowth operations or startup experience
  • Familiarity with support/customer operations
  • SQL knowledge
  • Six Sigma, Change Management, and/or Project Management certifications
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